Trouble Tracker Operations Manual --

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Trouble Tracker Operations Manual -- --

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ACCULINK, ACCUMASTER, DATAKIT, Dataphone, DEFINITY, DIMENSION, and StarKeeper are registered trademarks of AT&T. AUDIX is a trademark of AT&T. UNIX is a registered trademark of UNIX System Laboratories, a subsidiary of AT&T, in the U.S. and other countries. DEC is a registered trademark of Digital Equipment Corporation. IBM and NetView are registered trademarks of International Business Machines Corporation. INFORMIX is a registered trademark of Informix Software, Inc. 1-2-3 and Lotus are registered trademarks of the Lotus Development Corporation. Microsoft, MS, MS-DOS, and Excel are registered trademarks of Microsoft Corporation. Windows is a trademark of Microsoft Corporation. Net/MASTER is a trademark of CINCOM Systems, Inc. Silent Knight is a registered trademark of Weycross, Inc. EXCEL is a copyrighted software owned by Microsoft Corporation. MLINK is a copyrighted software owned by Corporate Microsystems, Inc. Pixie is a copyrighted software owned by Zenographics, Inc.

NOTICE

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, AT&T can assume no responsibility for any errors. Changes or corrections to the information contained in this document may be incorporated into future reissues.

ffffffffffffffffffffffffffffffffffffff1 Introduction to Trouble Tracker Introduction to Trouble Tracker 1-1 Overview 1-1 The Trouble Tracker Interface 1-2 Invoking Layers on the 630/730 Graphics Terminal 1-12 Conventions Used in this Manual 1-13 ffffffffffffffffffffffffffffffffffffff2 Initializing the Trouble Tracker Database Initializing the Trouble Tracker Database 2-1 Overview 2-1 Routing Destinations 2-4 Routing Schedules 2-9 Maintained Products 2-14 System Login/Security 2-23 Vendor Service Schedules 2-25 Vendor Holiday Schedule 2-27 Port Configuration 2-29 System Alarm Strategy 2-32 Thresholds 2-35 Vendors 2-38 Update Trunk Data 2-39 Trunk Group and Vendor Association 2-43 Network Connectivity 2-44 Start Alarm Processing 2-48 ffffffffffffffffffffffffffffffffffffff3 Working with Trouble Tickets Working with Trouble Tickets 3-1 Overview 3-1 Trouble Ticket Types 3-3 Numbering Trouble Tickets 3-5 Removing Trouble Tickets 3-6 Adding Manual Trouble Tickets 3-7 Extra Notes Detail Screen 3-12 System-Generated Trouble Tickets 3-13 Displaying Trouble Tickets 3-14 ffffffffffffffffffffffffffffffffffffff

Updating Trouble Tickets 3-15 Remotely Dispatched Trouble Tickets 3-16 Remotely Closed Trouble Tickets 3-17 System Closed Trouble Tickets 3-18 Manually Closing Trouble Tickets 3-19 Routing Alarm Tickets 3-20 File and File System Alarm Tickets 3-21 History Trouble Tickets 3-22 Sample Trouble Tickets 3-23 ffffffffffffffffffffffffffffffffffffff4 Displays and Utilities Displays 4-1 Defining a Fault Tally List 4-2 Displaying a Predefined Fault Tally List 4-4 Displaying Scrolling Faults 4-5 Displaying Split Screen Faults 4-6 Defining Routing Destination Status Lists 4-7 Displaying Predefined Routing Destination Status 4-9 Displaying Split Screen Routing Status 4-11 Utilities 4-13 Reading Mail 4-14 Cutting Through 4-15 Polling Manual Alarms (Call-Back) 4-18 Backing Up Full Data 4-19 Archiving History 4-21 Restoring Data from Backup 4-22 Starting/Stopping Alarm Processing 4-24 Auditing the Database 4-26 Reconfiguring the Database 4-27 Routing Now 4-28 Dispatching/Closing Multiple Tickets 4-30 ffffffffffffffffffffffffffffffffffffff5 Reports and Chart Preparation Reports 5-1 Procedure: Using the Report Utility 5-2 Open Trouble Tickets Detail Report 5-3 Open Trouble Tickets Summary Report 5-4 Jeopardy Trouble Tickets Detail Report 5-5 Jeopardy Trouble Tickets Summary Report 5-6 History Trouble Tickets Detail Report 5-7 History Trouble Tickets Summary Report 5-8 ffffffffffffffffffffffffffffffffffffff

Maintained Products Detail Report 5-9 Maintained Products Summary Report 5-10 Alarm Routing Schedules Report 5-11 Routing Destinations Report 5-12 Thresholds Report 5-13 Port Configuration Report 5-14 Network Connectivity Report 5-15 Trunk Information Summary Report 5-16 Vendors Report 5-17 Vendor Service Schedule Report 5-18 Vendor Holiday Schedule Report 5-19 Mean Time to Repair (MTTR) Report 5-20 MTTR with Connectivity Report 5-21 Mean Time Between Alarms (MTBA) Report 5-22 MTBA with Connectivity Report 5-23 Mean Time for Ticket Closure (MTTC) Report 5-24 MTTC with Connectivity Report 5-25 MTTC/MTTR/MTBA Summary Report 5-26 Chart Preparation 5-27 Mean Time To Repair (MTTR) Chart 5-28 MTTR with Connectivity Chart 5-28 Mean Time for Ticket Closure (MTTC) Chart 5-28 MTTC with Network Connectivity Chart 5-28 Mean Time Between Alarms (MTBA) Chart 5-29 MTBA with Network Connectivity Chart 5-29 MTBA/MTTR/MTTC Products Summary Chart 5-29 History Trouble Ticket Trend Summary Chart 5-29 Open Trouble Ticket Trend Summary Chart 5-30 List of Products, History Tickets Detail Chart 5-30 Procedure: Using the Chart Preparation Utility 5-31 Sample Chart Preparation 5-32 ffffffffffffffffffffffffffffffffffffff6 The Network Status Display The Network Status Display 6-1 NSD Hierarchy 6-2 Using Logins 6-5 Setting Up the NSD 6-6 Connect Script Problems 6-11 Using the NSD 6-16 Using the Customize Pull-Down Menu 6-20 Using the Tasks Pull-Down Menu 6-25 Working With Network Connectivity 6-37 The Emulator 6-40 ffffffffffffffffffffffffffffffffffffff ffffffffffffffffffffffffffffffffffffff7 Customizing Trouble Tracker Customizing Trouble Tracker Files 7-1 Trouble Tracker Structure 7-2 Legal Customization 7-3 Procedure: Installing Customized Files 7-4 Example of Customized Files 7-11 Trouble Tracker Database Files 7-14 Mapping Screens to Tables 7-17 Permissions and Security 7-18 Menu Selections 7-19 Procedure: Blocking Access to Menu Items 7-20 Procedure: Changing Database Permissions 7-23 Procedure: Creating User Views 7-24 Procedure: Restricting Access to UNIX Shell 7-24 Example of Assigning User Permissions 7-25 ffffffffffffffffffffffffffffffffffffff8 The ACCUMASTER Integrator NMP Interface Trouble Trackers Interface to Integrator 8-1 Trouble Tracker and the ACCUMASTER Integrator 8-1 Network Management Protocol 8-3 Integrator Configuration Terminology 8-4 Initializing Trouble Tracker as an EMS 8-6 Integrator CM and Integrator FM Interfaces 8-11 Integrator CM Interface 8-11 Integrator FM Interface 8-14 ffffffffffffffffffffffffffffffffffffff9 Trouble Shooter Trouble Shooter 9-1 How Trouble Shooter Works 9-2 Modes of Operation 9-3 Trouble Shooter Thresholds 9-5 On-Line and Off-Line Processors 9-6 Trouble Tickets and Extra Notes 9-7 Unsuccessful Trouble Shooting Sessions 9-9 PROC Overview 9-10 Display Data Formats 9-12 Initializing Trouble Shooter 9-15 The Trouble Shooter Interface 9-16 ffffffffffffffffffffffffffffffffffffff

Component Trouble Shooting Menu 9-17 Manual Trouble Shooting 9-18 Trouble Shooter Session Summary 9-19 Trouble Shooter Session Results Menu 9-20 Trouble Shooter History Removal 9-23 Trouble Shooter Session Termination 9-24 Trouble Shooter Logs 9-25 Error Messages 9-26 Customizing Trouble Shooter 9-27 ffffffffffffffffffffffffffffffffffffffA Trouble Tracker Logs Trouble Tracker Logs A-1 ffffffffffffffffffffffffffffffffffffffB Upgrading Trouble Tracker Software Upgrading Trouble Tracker Software B-1 Performing the Upgrade B-1 Upgrading Trouble Tracker on the 3B2 Processors B-2 Upgrading Trouble Tracker B-5 Upgrading the Network Status Display (NSD) B-7 Upgrading from V3 to V4 on a Different Machine B-9 ffffffffffffffffffffffffffffffffffffffC Error Messages Error Messages C-1 ffffffffffffffffffffffffffffffffffffffD NSD Error Messages NSD Error Messages D-1 ffffffffffffffffffffffffffffffffffffffE Alarm Descriptions Alarm Descriptions E-1 Alarm Descriptions for G3, Generic 1 and System 75 E-2 Alarm Descriptions for Generic 2 and System 85 E-3 Alarm Descriptions, from Trouble Tracker, for Generic 2 and System 85 E-4 ffffffffffffffffffffffffffffffffffffff ffffffffffffffffffffffffffffffffffffffGlossary Glossary G-1 ffffffffffffffffffffffffffffffffffffffIndex ffffffffffffffffffffffffffffffffffffffIntroduction to Trouble Tracker

ffffffffffffffffffffffffffffffffffffffOverview Trouble Tracker is an element management system that enables users to monitor the performance of premises switch-based networks from a central location. Trouble Tracker manages alarm flow from a broad range of network equipment, including switches and external equipment, applications processors, local area networks, terminals, printers, personal computers (PCs), and nontelecommunications equipment such as security or cooling systems. Its features include alarm management, trouble ticket management, and an optional network status display terminal that graphically depicts the status of equipment in the network. This manual explains how to initialize and use Trouble Tracker. Before you can initialize Trouble Tracker, the required hardware and software must be installed. For installation instructions, refer to the Trouble Tracker Installation Manual. A working knowledge of INFORMIX-SQL commands is needed to manipulate data in the Trouble Tracker screens and databases.

WhatÂs in this Manual? Chapter 1 Ð Introduction to Explains what is in this manual, provides an overview Trouble Tracker of the Trouble Tracker user interface, explains how to use the menus, and briefly describes the main menu options and INFORMIX-SQL commands. Chapter 2 Ð Initializing the Describes the procedures to enter information into Trouble Tracker Database Trouble Tracker's database. The information in this database is required to receive and process alarm information and trouble tickets. Chapter 3 Ð Working with Explains how Trouble Tracker generates and Trouble Tickets processes trouble tickets, and how to manually create your own tickets. Chapter 4 Ð Displays and Utilities Explains how to use the displays that show trouble ticket and routing status information, as well as the utilities that provide system maintenance functions. Chapter 5 Ð Reports and Chart Explains how to run standard Trouble Tracker Preparation reports. Chapter 6 Ð The Network Status Explains how to set up and use the optional Network Display Status Display PC that shows the condition of network products.

Introduction to Trouble Tracker 1-1 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Chapter 7 Ð Customizing Trouble Explains how to customize Trouble Tracker screens Tracker and set permissions for the Trouble Tracker system. Chapter 8 Ð The ACCUMASTER Explains Trouble Tracker's communication with the Integrator NMP Interface ACCUMASTER Integrator. Glossary Defines the terminology used in this manual. Appendix A Ð Trouble Tracker Logs Briefly describes the content of Trouble Tracker's system logs and how to access them. Appendix B Ð Updating Trouble Describes the procedure for installing a new release Tracker Software of Trouble Tracker software. Appendix C Ð Error Messages Lists the error messages that Trouble Tracker can display and suggests a resolution for the error. Appendix D Ð NSD Error Messages Lists error messages that can display on the Network Status Display. Appendix E Ð Alarm Descriptions Lists the alarm descriptions for G3, G2, G1, System 75 and 85 that can be used to route alarms to different alarm routing destinations.

Trouble Tracker Customer Service Phone Number The Trouble Tracker Hotline is located at the Technical Service Center (TSC). The phone number is 1 800 548-8861. Note: DO NOT install any hardware or software before calling the TSC.

Theffffffffffffffffffffffffffffffffffffff Trouble Tracker Interface Trouble Tracker uses INFORMIX-SQL to provide easy access to its functions and utilities. INFORMIX-SQL is a relational database that stores information and provides the multilevel menus that allow you to retrieve and display alarm and trouble ticket information. The menu structure for Trouble Tracker is shown in Figure 1-1.

1-2 Introduction to Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Trouble Tracker Menu Structure

Welcome to the Trouble Tracker System (Main Menu)

Select: 1 2 3 4 5 6 7

Trouble Displays Chart Trouble Tickets Ticket History Menu Preparation Menu Select: Select: 1 Predefined Fault Tally Display 1 Mean Time to Repair (MTTR) 2 Scrolling Fault Display 2 MTTR with Network Connectivity Extra Notes Extra Notes 3 Split Screen Fault Display 3 Mean Time for Ticket Closure (MTTC) Detail Screens Detail Screens 4 Fault Tally List Definition 4 MTTC with Network Connectivity 5 Predefined Routing 5 Mean Time Between Alarms (MTBA) Status Display 6 MTBA with Network Connectivity 6 Split Screen Routing 7 MTBA/MTTR/MTTC on Products-Summary Status Disply 8 History Trouble Ticket Trend-Summary 7 Routing Status List Definition 9 Open Trouble Ticket Trend-Summary 10 List of Products, History Ticket-Detail

Reports Utilities System Menu Menu Initialization Menu Select: Select: Select: 1 Open Trouble Tickets-Detail 1 Read Mail 1 Routing Destinations 2 Open Trouble Tickets-Summary 2 Cut-through 2 Routing Schedules 3 Jeop Trouble Tickets-Detail 3 Manual Alarm Poll 3 Maintained Products 4 Jeop Trouble Tickets-Summary (Call-Back) 4 System Login/Security 5 History Trouble Tickets-Detail 5 Vendor Service Schedules 6 History Trouble Tickets-Summary 4 Full Data Backup 6 Vendor Holiday Schedules 7 Maintained Products-Detail 5 Archive History 7 Port Configuration 8 Maintained Products-Summary 6 Restore Data from Backup 8 System Alarm Strategy 9 Alarm Routing Schedules 7 Start Alarm Processing 9 Thresholds 10 Routing Destinations 8 Stop Alarm Processing 10 Vendors 11 Thresholds 9 Audit Database 11 Update Trunk Data 12 Port Configuration 10 Reconfigure Database 12 Trunk Group & Vendor Association 13 Network Connectivity 11 Route Now 13 Network Connectivity 14 Trunk Information-Summary 12 Dispatch/Close 14 Start Alarm Processing 15 Vendors Multiple Tickets 16 Vendor Service Schedules 17 Vendor Holiday Schedules 18 Mean Time to Repair (MTTR) 19 MTTR with Connectivity 20 Mean Time Between Alarms (MTBA) 21 MTBA with Connectivity 22 Mean Time for Ticket Clo (MTTC) 23 MTTC with Connectivity 24 MTTC/MTTR/MTBA-Summary

FIGURE 1-1 Menu Structure for Trouble Tracker

Introduction to Trouble Tracker 1-3 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff The Trouble Tracker Main Menu provides access to the main tasks. When you log on at the console or terminal as a Trouble Tracker user, the Trouble Tracker Main Menu (Screen 1-1) appears. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c Welcome to the TROUBLE TRACKER SYSTEM (R1V4) c c 1. Trouble Tickets c c 2. Reports Menu c c 3. Trouble Ticket History 4. Utilities Menu c c 5. Displays Menu c c 6. System Initialization Menu c c 7. Chart Preparation Menu c Use space bar, arrow keys, or type number to make selection. c Enter `e' to return to previous menu or exit. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter carriage return to execute selection: 1 c

SCREEN 1-1 The Trouble Tracker Main Menu

Trouble Tickets (Select 1) This option allows you to generate, modify, or close trouble tickets. Trouble tickets can either be automatically generated by the system or you can enter a trouble ticket using this menu selection. More information about this option is in Chapter 3, "Working with Trouble Tickets."

Reports Menu (Select 2) Trouble Tracker provides standard reports that helps you monitor your network. Several of these reports come in two formats: detail and summary. The summary reports are intended as overview reports for managers, while the detail reports contain more specific information. For more information about these reports refer to Chapter 5, "Reports and Chart Preparation."

Trouble Ticket History (Select 3) When a trouble ticket is closed, it is automatically transferred to the history trouble ticket database file. The Trouble Ticket History option allows you to query this database file to display or print closed tickets. More information about this option is in Chapter 3, "Working with Trouble Tickets." The history trouble ticket database file should be regularly archived to a disk or tape using the Archive History utility explained in Chapter 4, "Displays and Utilities."

1-4 Introduction to Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Utilities Menu (Select 4) Trouble Tracker has several utilities to help you manage your system. These include administrative functions such as: Reading UNIX mail Backing up, restoring, auditing, or reconfiguring the database Using cut-through access for maintenance and administration functions of maintained products Routing trouble tickets on demand Stopping or starting alarm processing For more information about each of these utilities, refer to Chapter 4, "Displays and Utilities."

Displays Menu (Select 5) Trouble Tracker's display capability allows you to look at alarm information on your terminal screen after the information is compared to the thresholds you established during initialization. You can view a summary of alarm information for a specific maintained product or group of products, which you define in the Fault Tally List Definition. You can also see a scrolling list of the most recent alarms, as well as a scrolling list prioritized by the severity of the alarm. In addition, this chapter provides displays to monitor the routing of your trouble tickets to predefined destinations. You can set up lists of routing destinations for your trouble tickets and then monitor how well the tickets are being routed to these destinations. Two types of displays can be accessed: a scrolling display that shows both held and running routing destination status, and a split screen display that divides the routing destination for held and running status. More information about setting up and using displays is in Chapter 4, "Displays and Utilities."

System Initialization Menu (Select 6) This option allows you to perform the tasks needed to initialize your Trouble Tracker databases. Initialization is the first activity you will perform. During initialization you set up the Trouble Tracker database by: Defining the destinations to which trouble tickets are to be forwarded Identifying the maintained products that will forward alarms to Trouble Tracker Administering cust, rcust, or browse logins and passwords for G3, G1, and System 75 Querying and updating security codes and phone information for System 85 and G2 Identifying the purpose and protocol of system ports Setting parameters for the Trouble Tracker system to alarm itself Establishing threshold conditions that must be met before a trouble ticket is assigned an open status Entering network connectivity information

Introduction to Trouble Tracker 1-5 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff If you wish, you can start the alarm process from the System Initialization Menu as well as from the Utilities Menu. More information about each of these options is discussed in detail in Chapter 2, "Initializing the Trouble Tracker Database."

Chart Preparation Menu (Select 7) Trouble Tracker provides the capability to provide data to a PC to graphically display trouble ticket trending and repair results in pie and bar charts. The data provided by Trouble Tracker is taken from the maintained products, open, and history database files and is downloaded to a PC in a text (ASCII format) file or Lotus 1-2-3 Spreadsheet Version 2.0 (binary format) file. Once the data is downloaded to a PC, use a spreadsheet software compatible to Lotus 1-2-3 Version 2.0 (for example, EXCEL spreadsheet software) and an AT&T Model 479 graphics printer to manipulate the data and print the results. For more information refer to Chapter 5, "Reports and Chart Preparation."

Selecting Menu Options To select Trouble Tracker menu options:

Enter the number of the appropriate menu item, and then press RETURN , or

Move the cursor with the arrow keys or SPACEBAR to highlight the desired option, and then press RETURN .

Depending on your menu selection, one of the following happens: A function is performed or A submenu is displayed. If a submenu is displayed, use the procedure outlined above to select the next menu option.

1-6 Introduction to Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Trouble Tracker Sub-Menus

Accessing Menus You cannot select a higher menu option from a lower menu, or submenu level. To select a higher option, go up through the menu levels until the appropriate menu appears. To access the higher menu level, enter e (exit), which takes you up one level at a time until the Main Menu is displayed. If you type e when you are at the Main Menu, you will exit from Trouble Tracker.

Using the Menus Try these short examples to familiarize yourself with the Trouble Tracker menus. 1 Log in to the system using the Trouble Tracker administrative login. The Main Menu is displayed. 2 Select the Trouble Tickets History option by typing 3 . A blank History Trouble Ticket screen is displayed, as shown in Screen 1-2. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous Add Update Remove Table Screen ... c c Searches the active database table ** 1: history table** ------c c HISTORY TROUBLE TICKET No: Screen 1 of 2 ------c c Prod Name: Severity: REPAIR TIME(HRS) ROUTING STATUS c c Alarm ID: Status: Major: Open: LDN: Count: Minor: Dispatch: c c Contact: Warning: Jeopardy: Phone: Close: c c Address: Equip Loc: c c Desc: c c Entry Date/Time: Tech Start Date/Time: Target Date/Time: Tech Finish Date/Time: c c Closed Date/Time: Service Affecting? Originator: Repair Cost: $ c c Phone: Allow Remote Closure? (Default: ) Technician: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 1-2 Trouble Ticket History

The INFORMIX-SQL commands on the command line at the top of the screen allow you to manipulate data in the Trouble Ticket database. Normally, from this screen you would select Query to locate a history trouble ticket. For now, enter e to return to the Main Menu.

Introduction to Trouble Tracker 1-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

3 To see an example of a Trouble Tracker menu that is displayed from the main menu, select 2. Reports Menu from the Main Menu. You can do this by either:

Entering 2 and pressing RETURN , or

Highlighting the Reports Menu option using the arrow keys or SPACEBAR and pressing RETURN . The Reports Menu, shown in Screen 1-3, is displayed. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c REPORTS MENU c c c 1. Open Trouble Tickets - Detail 15. Vendors 2. Open Trouble Tickets - Summary 16. Vendor Service Schedules c c 3. Jeop Trouble Tickets - Detail 17. Vendor Holiday Schedules c 4. Jeop Trouble Tickets - Summary 18. Mean Time to Repair (MTTR) c 5. History Trouble Tickets - Detail 19. MTTR with Connectivity c c 6. History Trouble Tickets - Summary 20. Mean Time Between Alarms (MTBA) 7. Maintained Products - Detail 21. MTBA with Connectivity c c 8. Maintained Products - Summary 22. Mean Time For Ticket Clo (MTTC) 9. Alarm Routing Schedules 23. MTTC with Connectivity c c 10. Routing Destinations 24. MTTC/MTTR/MTBA - Summary 11. Thresholds c c 12. Port Configuration 13. Network Connectivity c c 14. Trunk Information - Summary c c Use spacebar, arrow keys, or type number to make selection. c c Enter 'e' to return to previous menu or exit. cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter carriage return to execute selection: 1 c

SCREEN 1-3 Menu Selections from the Reports Menu

From this screen you can select a specific report by entering the number of the report and pressing RETURN , or by using the SPACEBAR or arrow keys to move to the desired option. For now, enter e to return to the Main Menu.

1-8 Introduction to Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Accessing the UNIX Shell To temporarily exit Trouble Tracker and perform UNIX commands (for example, perform system administration or edit a UNIX file):

1 Enter !sh and press RETURN . 2 Perform the desired UNIX commands.

3 To return to Trouble Tracker, enter exit at the UNIX prompt and press RETURN .

Trouble Tracker Screens Trouble Tracker uses INFORMIX-SQL's screen-based interface to collect information and store it in the database file. On screens for which you have a variety of capabilities, the top of the screen contains a list of the INFORMIX-SQL commands available for that screen. The most commonly used commands for Trouble Tracker are Query ( Next and Previous ), Update , Add , and Screen . Refer to the INFORMIX-SQL manuals for details of each command. Table 1-1 provides a description of each INFORMIX-SQL command used in the Trouble Tracker menus. The entire INFORMIX-SQL command is shown throughout this manual, even though typing the first character of the INFORMIX-SQL command automatically executes each command. Refer to the INFORMIX-SQL manuals that came with your system for more information about the commands.

Introduction to Trouble Tracker 1-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TABLE 1-1 INFORMIX-SQL Commands bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Command:c Allows You To: c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c Query c Search the active database files. When executing query, press c c c CTRL W to see a brief list of the available Query operators. c c c Refer to the INFORMIX-SQL manuals for more information c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc about using the Query statement. c c c c c Next c Display the next row of information when more than one row is c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc returned by a Query . c c Previous c Display the previous row of information when more than one c c c row is returned by a Query . c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c View c Displays the contents of a field of data type TEXT or BYTE c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c (applies to INFORMIX-OnLine only.) c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbAdd c Add information to the active database table. c c Update c Change an existing database file. In Trouble Tracker, key fields c c c cannot be changed. For example, trouble ticket number or c c c c c c product ID cannot be changed. To change a key field, you must c c c remove the row or record from the database and use Add to add c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c a new one. c c Remove c Delete a row, other than a trouble ticket, from the active c c c database table. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Table c Displays a different table in the form. c c c c c Screen c Page through screens if more than one page is associated with a c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c table. The screens do not change tables like Detail and Master . c c c c c Current c Restores the base current list in multi-table queries and displays c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc the most up-to-date version of the displayed row. c c Master c Access the master table when the detail table is displayed. For c c c example, the Maintained Products screen (master table) has c c c detailed screens (tables) associated with it. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c Detail c Access the detail screen when the master screen is displayed. c c c Detail changes tables from the master table to the detail table. c c c This allows you to Query the detail tables. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Output c Save rows to a UNIX file. c c c c c Exit c Leave the screen and go back to the menu from which you c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c entered the task. c

1-10 Introduction to Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Entering Data in Screen Fields Some fields on the Trouble Tracker screens may be required, while others are optional, unrelated, inaccessible, or unchangeable. Enter data in all required fields. If any required fields are left blank, a message asking for the information is displayed when you try to exit the screen. Optional fields can be left blank. However, entering information in optional fields gives additional information in the reports. For example, on the maintained products screen, the contact name and phone number are not needed to receive and forward alarms using Trouble Tracker. This information may, however, be useful in the reports. If a field is unrelated to a particular product or entry, that field is skipped. Key fields are fields that cannot be changed or blanked out once information is entered. For example, the Trouble Ticket Number field on the Trouble Ticket screen cannot be accessed and the Product Name on the trouble ticket screen cannot be changed once a product name is entered. When you enter a key field, you cannot exit that field if you have changed the information. An attempt to exit a key field that has been changed results in an error. To exit a key field, reenter the information that was previously entered or press DEL to exit the update function without saving any changes made during the update.

Introduction to Trouble Tracker 1-11 Trouble Tracker R1V5 Operations Manual, March 1994

Invokingffffffffffffffffffffffffffffffffffffff Layers on the 630/730 Graphics Terminal Use the following procedures if you want layers brought up automatically on the 630/730 Graphics Terminal. Note: Do not use these procedures if you are currently running in layers.

CAFE Menu Access Procedure

1 Log in as root . 2 Access the TT.CAFE file that resides in the $HOME/work directory. 3 Search for the following three lines in this file: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c # SHELL=$TTASDIR/bin/630ttas c # layers c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb# exit c

4 Delete the comment character ( # ) from each line and then save the file. Layers are invoked the next time you log into Trouble Tracker from a 630/730 Graphics Terminal.

Access from ttas

Procedure

1 Access the .profile file that resides in the $HOME directory. 2 Search for the following line in this file: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb# SHELL=$TTASDIR/bin/630ttas c

3 Delete the comment character ( # ) from this line and then save this file. Layers are invoked the next time you log into Trouble Tracker from a 630/730 Graphics Terminal.

1-12 Introduction to Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994

Conventionsffffffffffffffffffffffffffffffffffffff Used in this Manual

TABLE 1-2 Table of Conventions bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbConventionc Meaning c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c Enter a product name c c This typeface indicates Trouble Tracker system c Do you wish to install the Emulator? c c c c messages or prompts and are usually set off in a c Rebuilding the new database c c box. This font is also used to describe screen c enter terminal type bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc fields. c c c c c c This typeface indicates a response or entry the c root c c user must actually type. c c installpkg c c c ttas c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c ... an entry is made in the ttlog. c The bold typeface applies to files, directories, c c ...use the pg command c options, labels, utilities menu options, and c c ...restore data from the Archive c software references. c c History utility .... c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c RETURN c Rounded corners on a key indicate a key on c c c your standard keyboard. c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbESC c c c c c cbbbbbbffffffCancel c Squared corner keys indicate the icons used on c c c the Network Status Display (NSD). bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbcbfbbbfffOK c c c c c c c ...be sure the power is off. c A bold, italicized typeface indicates emphasized c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbCarefully enter ...... c information. c c c c c Edit c The italic typeface indicates variable name to be c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb$TTASDIR/work/loginid/.profile c filled in by the user. c

Introduction to Trouble Tracker 1-13 ffffffffffffffffffffffffffffffffffffffInitializing the Trouble Tracker Database

ffffffffffffffffffffffffffffffffffffffOverview Before Trouble Tracker can be used effectively, the database files must be configured with the data that fully describes the network. This is the initialization process. The first time takes the longest because every entity in the network must be defined. After the initialization, the database files can be updated according to the network configuration. Use this section to initialize Trouble Tracker with the network configuration, then use it to update the database files. Note: When the initialization process is complete, the Trouble Tracker configuration has been added to the database files. Copy the Trouble Tracker database to backup media by running a full data backup. This is explained in the "Data Backups" section of Chapter 4, "Displays and Utilities."

Select 6. System Initialization from Trouble Tracker's Main Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c SYSTEM INITIALIZATION MENU c c c 1. Routing Destinations c c 2. Routing Schedules 3. Maintained Products c c 4. System Login/Security 5. Vendor Service Schedules c c 6. Vendor Holiday Schedules 7. Port Configuration c c 8. System Alarm Strategy c 9. Thresholds c 10. Vendors c c 11. Update Trunk Data 12. Trunk-Group & Vendor Association c c 13. Network Connectivity c 14. Start Alarm Processing c Use space bar, arrow keys,or type number to make selection. c c Enter 'e' to return to previous menu or exit. cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter carriage return to execute selection: 1 c

SCREEN 2-1 Trouble Tracker System Initialization Menu

Initializing the Trouble Tracker Database 2-1 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Initialization tasks should be performed in the order listed on the menu. Detailed instructions for performing the tasks are given later in this section.

Routing Destinations Defines where alarm information is to be forwarded (for example, one possible routing destination is a printer). Routing Schedules Defines the schedules, including the routing criteria, that are in effect. This screen can be viewed as an unchangeable detail screen on the Maintained Products screen. Maintained Products Defines the products your Trouble Tracker supports, and specifies alarm routing schedules for each of these products. The Alarm Routing Schedule that is associated with each product can be viewed as an unchangeable detail screen on the Maintained Products screen. System Login/Security Used to administer System logins and passwords as well as security codes and phone numbers for the maintained product switches. Vendor Service Schedules Defines the individual vendor service contracts for individual products. Vendor Holiday Schedules Defines the holidays associated with the service contracts. Port Configuration Defines the protocol of each alarm receiver port. System Alarm Strategy Defines the conditions that causes a Trouble Tracker alarm and creates a trouble ticket to notify users of the problem. Thresholds Defines the conditions to be met before trouble tickets are assigned a status of open. Vendors Assigns a vendor ID to specify the contact name, phone number, and address of each vendor associated with the maintained products. Update Trunk Data Automatically updates trunk information for DEFINITY G3, G1* and System 75, DEFINITY G2* and System 85, and some DIMENSION switches.

aaaaaaaaaaaaaaaaa * Hereafter abbreviated as G3, G1, and G2.

2-2 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Trunk-Group & Vendor Association Assigns a vendor ID to a single or multiple trunk group in order to establish a trunk-to-vendor association. Network Connectivity Defines the trunk connections between maintained products and defined circuit IDs. Connectivity information is used on trouble tickets for trunks and to create the graphic links between products on the Network Status Display. Start Alarm Processing Brings Trouble Tracker up by initiating alarm processing. Trouble Tracker can be configured to automatically start alarm processing each time the system is booted.

Worksheets that correspond to most initialization activities are included in Appendix A, "Planning Worksheets" in the Trouble Tracker Planning Manual. These worksheets should be completed before initialization begins.

Initializing the Trouble Tracker Database 2-3 Trouble Tracker R1V5 Operations Manual, March 1994

Routingffffffffffffffffffffffffffffffffffffff Destinations Each destination where alarms are to be routed must be defined. Trouble Tracker allows forwarding to multiple destinations, such as: The AT&T TSC-Initialization and Administration System (INADS) Trouble Ticket Administration System (TTA) Another Trouble Tracker ACCUMASTER Integrator Release 1.0 A beeper AT&T Mail FAX (through AT&T Mail) UNIX Mail A terminal or printer Refer to the "Alarm Routing Destinations Worksheet" in the Trouble Tracker Planning Manual.

Procedure: Defining a Routing Destination Use the INFORMIX commands, query, add, update, remove, current, output, or exit to administer Routing Destinations (shown in Screen 2-2). 1 Select Routing Destinations from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c PERFORM: Query Next Previous View Add Update Remove Table ... c Searches the active database table ** 1: routing table** c ------c ROUTING DESTINATIONS Screen 1 of 1 c c ------c Name: c Type: c Address ID: c Line Speed: c Status: c

c Commentary: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 2-2 Routing Destinations Screen

2 Select Add . Use the following information for the screen fields: Name [key field] A name you choose to call the destination, such as PRT1 for printer #1 or BEEP3 for beeper #3. The system automatically converts your entry to uppercase characters.

2-4 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff These names are used in the maintained products' routing schedules explained in the "Routing Schedules" section of this chapter. Type All characters entered in this field are automatically displayed in upper case letters. Valid choices are:

BEEP Beeper, including digital beepers or any audible alarm triggered by phone INADS AT&T TSC-INADS MAIL UNIX, AT&T Mail (including FAXes) PRINT dial-up or local printer TERM dial-up display terminal TRACK Another Trouble Tracker system. To use this option you must set up the sending Trouble Tracker system as a maintained product on the receiving Trouble Tracker system. See "Defining the Product" later in this section. TTA AT&T Trouble Ticket Administration System for Electronic Tandem Network (ETN) customers AIR10 ACCUMASTER Integrator, Release 1.0, Native Mode FMA Fault Management Application is for use with the Network Management Protocol (NMP). Refer to Chapter 8, "The ACCUMASTER Integrator NMP Interface," for more information. CMA Configuration Management Application is for use with the Network Management Protocol. Refer to Chapter 8, "The ACCUMASTER Integrator NMP Interface," for more information.

Address ID The address used to access the destination. If you enter a phone number for access, use special characters for dialing delay as needed. The = (equal sign) is used to wait for dial tone and the − (dash) is used for a 2-second delay in dialing. If an initial access number is needed to access an "outside" line before the phone number can be dialed, enter this access number then a (=), then the phone number. Error code numbers can be entered into the address ID string to alert the technician to the source of the problem. As an example, the following string is entered for a beeper: =5551234-----8999

Initializing the Trouble Tracker Database 2-5 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Where: = means wait for the dial tone 5551234 the remaining 7-digit number is the telephone number you are calling -----8999 means wait 10 seconds (at 2 seconds x 5 dashes) then display the error message number (8999) on the beeper

Note: To fully display the message number, you must know the correct number of dashes to insert into your dial string. This number varies with beeper models. Generally, if the first numbers of the message are dropped, then dashes must be added to the dial string; conversely, if the last digits of the dial string are dropped, you must delete some dashes.

If Type: is MAIL, enter the login with the full path, for example:

Ð loginid Ð for routing to a user on the same system

Ð machine1!machine2! loginid Ð for routing by UNIX Mail

Ð attmail!loginid Ð for routing to a user of AT&T Mail

Ð attmail!fax!1-nnn-nnn-nnnn - for routing FAXes through AT&T Mail

To use the UNIX mail option, machine1 must be listed in /usr/lib/uucp/Systems file. Your System Administrator can check this and use the sysadm uucpmgmt program to add the machine to the file if necessary. For better performance, if routing to many mail addresses on one machine, set up a mailx mailing list on the remote machine and route to this mailing list name. Prerequisite: To route using AT&T Mail you must first register your UNIX machine with ATTMAIL. Call 1 800 624-5672 for information and assistance on registering a UNIX machine. To register you must provide the UNIX uuname and the nuucp password of your system, as well as the telephone number of your incoming modem line.

If Type: is INADS or TTA, enter the mnemonic name of the INADS or TTA. Note: Select a mnemonic identifier for the INADS or TTA location that the AT&T Services organization will enter into the database for you. They will also enter an encrypted file that links the mnemonic name with the access phone number for that location.

If Type: is TERM, enter the telephone number (for direct dial) or localttyxx (for direct-wire), where xx is the tty port number.

2-6 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

If Type: is AIR10, enter localttyxx (for direct-wire), where xx is the tty port number. If Type: is TRACK, for another Trouble Tracker, enter the telephone number of the 1200 baud alarm receiver for the other Trouble Tracker. If Type: is PRINT, enter local instead of the telephone number to indicate the local default printer. To forward to another local printer, enter local-dxxxx , where xxxx is the name of the printer destination. The printer name is passed to the UNIX lp command by Trouble Tracker. To forward to a remote printer, enter the phone number of the printer. To list the valid printer names, enter the command lpstat -t from the UNIX shell. If Type: is CMA, enter the application name (default=ttcma) for the ACCUMASTER Integrator (R1.1 or later) system supported. Refer to Chapter 8, "The ACCUMASTER Integrator NMP Interface" for more information. If Type: is FMA, enter the application name (default=ttcma) for the ACCUMASTER Integrator (R1.1 or later) system supported. Refer to Chapter 8 for more information. Line Speed The baud rate used to connect to the device. Applies only to dial-up printers and terminals. Valid choices are:

300 300 baud 1200 1200 baud 2400 2400 baud

Direct (UNIX-to-UNIX) links to other machines can operate at higher speeds, and override this entry. Status [for display only] The status of the routing destination.

r route all requests h hold all routing requests until the status changes i ignore all routing requests

If the status is changed from h to i, all routing requests that have been held are then removed from the buffer and therefore not routed. If an Integrator NMP destination goes down, the status of this field automatically changes to h to hold the trouble tickets until the destination comes back up. When the Integrator destination comes back up, the status returns to r to route the trouble tickets that were held. To override the h or i status, use the Route Now utility. This is useful if you are testing a routing destination's ability to receive routing requests.

Initializing the Trouble Tracker Database 2-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff The status field cannot be changed from this screen. To manually change the status of a routing destination (usually other than an Integrator destination): Enter !sh to escape to the shell. Enter ttasperform routsec to display the Routing Destination screens that allow the status field to be changed. Select Query to display the appropriate Routing Destination screen. Select Update to change the status field accordingly.

Press ESC to save the change and return to the original Routing Destination screen. Select e to exit the INFORMIX-SQL screen. Type exit to return to Trouble Tracker. To list the destinations that are on hold or ignored, select 9. Audit Database from the Utilities Menu. Commentary (optional) Enter up to 40 characters of additional information to describe the destination. For example, the room and location of a printer or the name of a beeper's owner.

3 Press ESC to add this routing destination to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-8 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994

Routingffffffffffffffffffffffffffffffffffffff Schedules Routing Schedules define when and where a trouble ticket is to be sent when an alarm is received from a maintained product. If trouble tickets are to be routed, define at least one routing schedule for each maintained product. For routing purposes, the system does not distinguish between a manual and an automatic trouble ticket. Tickets that are opened manually and tickets that are generated automatically are forwarded to their specified routing destinations in the same way.

Procedure: Defining a Routing Schedule You can query, add, update, remove, screen, current, master, output, and exit Routing Schedules. Each Routing Schedule can define up to seven destinations. If more than seven routing destinations are needed, or different routing criteria are needed, define another Routing Schedule with the criteria and the remaining destinations. Note that defining more than seven destinations per scheduler will impact the performance of Trouble Tracker. 1 Select Routing Schedules from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c Searches the active database table ** 1: routsched table** c ------c ROUTING SCHEDULES Screen 1 of 1 c c ------Schedule Name: c c Schedule No: Auto Close After Routing? c c ACTIVE DAYS ACTIVE TIME TICKET SEVERITY ROUTING DESTINATIONS Monday? Start At: Majors? 1. c c Tuesday? End At: Minors? 2. c Wednesday? Warnings? 3. c Thursday? 4. c Friday? TICKET STATUS 5. c Saturday? Open? 6. c c Sunday? Dispatch? 7. Jeopardy? c c Close? Exception Routing: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 2-3 Routing Schedules

2 Select Add . Use the following information to populate the screen fields.

Initializing the Trouble Tracker Database 2-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Schedule Name The name of this routing schedule. Routing schedules can apply to more than one product; the association between the maintained product and its routing schedules is through this field. This link is made when you enter this name on the Maintained Products screen. Schedule No The number for the routing schedule being defined. Number the schedules sequentially. Each routing schedule name in the database can have several routing schedules associated with it. Alarm routing can vary for each schedule, based on the day of the week, the time of day, the severity of the alarm (major, minor, or warning), and the description. Also use schedules to forward alarm information to specified destinations when the status of the ticket changes to open, jeop, disp, or clos. Schedules are set up as detail records associated with the master database record for each product. Auto Close After Enter y if you want Trouble Tracker to automatically close the trouble Routing? ticket after it was routed. Otherwise, enter n . When y is selected for Auto Close After Routing? , do not select y for Remote Closure Allowed . This results in an entry in the error log. Active Days: Select the days you want alarms routed by entering y next to the days Monday?...Sunday? of the week you want active in this schedule. Enter n next to the days you do not want active. Active Time: The 24 hour military time that alarm routing should begin. For Start At example, 2 p.m. is entered as 1400 . By default, the schedule runs 24 hours a day with the default settings at 0000 for start at time, and 2359 for the end at time. To override the default start at time, enter a new time. Note: Typically, three routing schedules would be defined for a normal work day. For example, if the core business hours are 8-5, then an off-hour schedule would be defined for 0000 to 0759, the core schedule would be defined for 0800 to 1659, and the third schedule would be defined for the off-hours of 1700 to 2359. Further, the Start At time cannot exceed the End At time. For example, you cannot create a schedule that starts at 5 p.m. (1759) and ends at 2 a.m. (0159). Active Time: The 24 hour military time that alarm routing should end. By default, the End At schedule runs 24 hours a day with the default settings at 0000 for start at time, and 2359 for the end at time. To override the default end at time, enter a new time. Ticket Severity: Enter y next to the severity levels that should apply to this schedule. Majors? Minors? Enter n for the levels that should not apply. Do not route warning Warnings? tickets to INADS destinations.

2-10 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Ticket Status Specify any combination of conditions to forward to a routing destination based on the status of the trouble ticket. Consider the destination type when setting the routing conditions on the schedule. Trouble Tracker does not route jeopardy, dispatch, or closed tickets to INADS or TTA, nor does it route jeopardy trouble tickets to another Trouble Tracker; but Trouble Tracker does route closed tickets to a beeper. If you enter a y next to:

Open The ticket is forwarded to the specified destinations when the status of the ticket becomes open. Dispatch The ticket is forwarded to the specified destinations when the status of the ticket becomes dispatched. Jeopardy The ticket is forwarded to the specified destinations when the status of the ticket becomes jeopardy. Close The ticket is forwarded to the specified destinations when the status of the ticket becomes clos. This field functions in association with Auto Close After Routing? and Remote Closure Allowed? (from the Maintained Products master screen). Be careful not to specify y for close on the Auto Close After Routing? and Remote Closure Allowed? fields (from the Maintained Products screen) if the specified routing destination is another Trouble Tracker. This results in an entry in the error log.

Routing [key field] The routing destination names that should be notified when Destinations this schedule is active. Enter up to seven destinations for each schedule. If more than seven destinations are needed, create a second schedule with the same criteria and enter the additional destinations. However, it should be noted that if you create a second Alarm Routing Schedule because you are using more than seven destinations, the performance of Trouble Tracker may be affected. To delete a routing destination defined in the Alarm Routing Schedule, remove the entire schedule then add a new alarm routing schedule. When the ticket is routed, INADS destinations take priority over other destinations. With a pre-arranged time and materials (T&M) agreement, if forwarding alarms to INADS from a product that is not covered by a warranty or maintenance contract, INADS will charge T&M to investigate and correct the alarm.

Initializing the Trouble Tracker Database 2-11 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Exception Enter a descriptive string in this field to control how problems or alarms Routing are routed. For automatically generated trouble tickets, enter an alarm description that matches alarm strings generated by the switch (see Appendix E, "Alarm Descriptions" for the valid set of strings contained in the switch). Alarm descriptions can also be created for manually entered trouble tickets. There are various ways this alarm string can be entered. Some possibilities are: a subset of the alarm descriptions, a string that is routinely used by your operator when entering manual tickets, or any scheme of your choosing. This field permits you to enter either a single description string, multiple strings separated by a ";" (semi-colon) delimiter, or multiple strings set up in a UNIX file. A blank field routes all alarms to routing destinations. Trouble tickets can be routed according to a problem type in addition to the other specified criteria; for example, all trunk problems can be routed to INADS. An asterisk (*) can be used as a wildcard in the alarm string along with other specified characters. If this string matches any alarm description(s) contained in the switch, then a trouble ticket(s) is routed. For example, if you enter *tr*k* (case insensitive) then any trunk problems experienced in your switch can be routed. Remember to match the problem description that is received from the switch. Using an exclamation mark (!) routes all trouble tickets except those with the specified alarm string; for example, !*tr*k* routes all alarms to the routing destination(s) except those pertaining to trunk problems. By creating UNIX files under the $TTASDIR/data directory, you can specify the multiple alarm strings you want to route and also enter meaningful commentary. Each file should list the valid descriptions (one on a line). Comments can be added to these files on separate lines beginning with a #. Enter the UNIX file name (beginning with a /, to mean that it is a filename, not a descriptive string).

2-12 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff The following is an example of a UNIX file (found under the $TTASDIR/data directory) that has been entered as /commonG3 in the Routing Exceptions field: # This is a comment line. This is a file consisting # of the list of descriptions used for most of our # G3 products. # VMAAP alarms maint* # external alarms ext* # environment alarms env* # trunk alarms *tr* Similarly, you can also create a UNIX file that includes the alarm descriptions strings you do not want to route. The format is: !/filename. For example, if you enter !/commonG3 in the Routing Exceptions field, all the tickets matching the alarm description strings contained in this file will not be routed. All other tickets are routed according to the criteria specified in the other Routing Schedules fields. This UNIX exception file must also be created in the $TTASDIR/data directory, the same as your UNIX specification file.

3 Press ESC to add this schedule to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Initializing the Trouble Tracker Database 2-13 Trouble Tracker R1V5 Operations Manual, March 1994

Maintainedffffffffffffffffffffffffffffffffffffff Products The size of the Trouble Tracker you purchased determines the maximum number of alarming products you can include in your configuration. To be included in the configuration, the following products must be defined in the maintained-products database: PBXs and adjunct equipment that are to alarm directly to Trouble Tracker. External equipment, including adjunct equipment that alarms through the external alarm bus of a G3, G1, G2, System 85 R2 and/or a System 75 switch. Peripheral equipment such as modems, printers, and terminals for which you may want to generate manual trouble tickets. The information in the maintained products database allows Trouble Tracker to interpret the unique Alarm ID number transmitted by the product when an alarm occurs. For products that alarm through the SILENT KNIGHT, Trouble Tracker also translates alarm codes into meaningful alarm descriptions that appear on a trouble ticket. Refer to the "Defining Maintained Products Worksheet" in the Trouble Tracker Planning Manual to determine the information needed for each product and the schedule(s) being defined for that product. If you are adding AT&T PBXs to your configuration, enter the remote access phone numbers and passwords after you have defined the PBXs as maintained products. See: the "System Login/Security" procedure in this chapter.

2-14 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Defining a Maintained Product You can query, add, update, remove, current, detail, output, and exit the Maintained Products screen. 1 Select Maintained Products from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c PERFORM: Query Next Previous View Add Update Remove Table ... c c Searches the active database table ** 1: products table** c ------c MAINTAINED PRODUCTS Screen 1 of 1 c ------c Product Name: REPAIR TIMES (HRS.) VENDOR SERVICE CONTRACT c Type: Major: Name: c Alarm ID: Minor: Begin Date: c Release: Warning: End Date: c Version: Dimension Hardware Type: c c Feature Pack: Time Zone: Remote Closure Allowed? Issue: c c Contact Name: Sched Name: c Phone: LDN: c Prod Address: c ...... SILENT KNIGHT ALARM CHANNELS...... c CHANNEL SEVERITY DESCRIPTION NOTES c 1 c 2 c 3 c 4 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb5 c

SCREEN 2-4 Maintained Products Screen

2 Select Add . Use the following information to populate the screen fields. Product Name [key field] The unique product name used to identify the product. This can be a phone number or an alphanumeric identifier of up to 13 characters, with no embedded blanks or special characters such as ampersands (&), periods (.), at signs (@), or dollar signs ($). When creating a maintained product name, use a consistent naming pattern that clearly identifies the location and type of the product; for example, seattleG3 or newyorkG2 . If you plan on creating user-generated tickets for peripheral equipment, you can group similar problems together under one maintained product name. For example, if several different switch systems exist at a single or aggregate location, you may want to track problems for all the phones associated with these switches.

Initializing the Trouble Tracker Database 2-15 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff You can accomplish this simplified tracking by using a single product name such as NYphones to represent all the phones at the New York site. Likewise, printer problems at this site may also be grouped by using the product name, NYprinter. Then, using the defined product name (NYphones or NYprinter) for these nonalarming products, you can manually open trouble tickets, use the ticket routing schedules to forward the tickets, query the database, or run a report. Type [key field] The valid choices are:

G3r Generic 3r G3i Generic 3i G3s Generic 3s G3vs Generic 3vs DEFAUD DEFINITY AUDIX G2 Generic 2 Note: If you want this product to be sent to the ACCUMASTER Integrator using the NMP Interface, enter S85R2 in this field instead of G2 . G1 Generic 1 S85R1 System 85 Release 1 S85R2 System 85 Release 2 S75 System 75 Note: If you want this product to be sent to the ACCUMASTER Integrator using the NMP Interface, enter S75 in this field instead of G1. However, the product type must be set to G1 if and when update trunk data is desired. S75M System 75 Modular (XE) ISN ISN through StarKeeper I AP16 AP-16 and AP-16-based processor 3B AT&T 3B products with Alarm Interface Card (AIC) or Remote Maintenance Package (RMP) CSM Centralized System Management TRACK Another Trouble Tracker System D400 DIMENSION 400 D600 DIMENSION 600 D2000 DIMENSION 2000

2-16 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff MAAAAA Manually-tracked productÐUse a 2- to 6-character string beginning with capital M to identify products for which no automatic alarms are generated. Manually-tracked product types require that trouble tickets be opened manually. If you try to track these products automatically, Trouble Tracker ignores the alarms that come in, but they do appear on the alarm log (alarmlog). You can add as many of these manually tracked products as you want, regardless of the size of your Trouble Tracker. (However, you are physically limited by the system storage capacity you selected.) These products are represented by non-PBX icons on the NSD. OAAAAA Use a 2- to 6-character string beginning with capital O to identify non-PBX peripheral equipment on trouble tickets. For example, a SILENT KNIGHT transmitter might be identified as OSK with the 3-digit alarm ID entered into the alarm ID field. Peripheral equipment products are represented by a non-PBX icon on the NSD. PAAAAA Use a 2- to 6-character string beginning with capital P to identify PBXs from vendors other than AT&T on trouble tickets. These products are represented by a PBX icon on the NSD. TTA Trouble Ticket Administration System. Used to receive dispatched or closed trouble tickets from TTA. INADS Initialization and Administration System. Used to receive dispatched or closed trouble tickets from INADS. External These are the valid choices for equipment that can alarm as Equipment External Equipment through a co-located G2 or System 85 R2: CMDR Ð Centralized Station Message Detail Recorder CDRP Ð Call Detail Record Poller AP### Ð Adjunct Processor; ### is a three-digit ID number ACPP Ð AC Power Protector AUX## Ð Auxiliary Equipment; ## is a two-digit ID number CDMUX Ð Channel Division Multiplexer CEMUX Ð Channel Expansion Multiplexer D4BNK Ð Digit Channel for Bank NCTEQ Ð Network Channel Terminating Equipment RPAGE Ð Radio Paging Equipment RSVPW Ð Reserve Power Plant

Initializing the Trouble Tracker Database 2-17 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff OAAAAA Ð Other Specification; AAAAA represents a 1- to 5-character string PAAAAA Ð Other PBX; AAAAA represents a 1- to 5-character string

Alarm ID The unique identifier that the alarming product transmits to identify itself when an alarm occurs. The ID depends on the type of product. Each alarm ID links alarms received from the switch or SILENT KNIGHT transmitter with products and information in the Maintained Products database. Alarm IDs must be unique; two products cannot have the same alarm ID. If an alarm is received and the alarm ID is not found in the database, an error message is put in the alarm log to alert the users to a potential administrative error in this database. If the alarm ID is not found in the maintained products database when an alarm is sent for G2, System 85 Release 2, G1, and System 75, a negative acknowledgement (NAK) is sent back to the switch and the PBX attendant is notified through the console that the alarm was not successfully delivered. For G3, G1 and System 75: 10 digits, beginning with 1 For DEFINITY AUDIX: 10 digits beginning with 2 For SILENT KNIGHT transmitters: the 3-digit ID that uniquely identifies the SILENT KNIGHT For System 85 R1 and DIMENSION products: the 3-digit ID of the SILENT KNIGHT transmitter forwarding alarms from the switch For G2 and System 85 R2: 10 digits, beginning with 0 For external equipment: 12 digits, where the first 10 digits are the same as the alarm ID for the switch through which the external equipment alarms and the last 2 digits represent the port on the G2 or System 85 R2 external alarm bus to which the equipment is connected For CSM: 10 digits, beginning with 8 For Information Systems Network (ISN): 10 digits, beginning with 5. STARKEEPER I is added to Trouble Tracker as type ISN. The alarm ID for STARKEEPER I can be displayed on STARKEEPER I's Network Login screen. For another Trouble Tracker system: 10 digits, beginning with an 8. This alarm ID is the same as the alarm ID found in the other ttas maintained product database file. For CMDR: four digit alarm ID For CDRP: 10 digits, beginning with 6

2-18 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff For other vendor PBXs: no more than 10 digits For non-PBX products: no more than 10 digits For TTA: 10 digits beginning with an 8 For INADS: 10 digits beginning with an 9 Release This field should be entered for a switch product type (this field is essential if update trunk data is desired). For nonswitch products, this field is optional. Version This field should be entered for a switch product type (this field is essential if update trunk data is desired). For nonswitch products, this field is optional. Feature Package (optional) Applies to DIMENSION products and is useful to keep track of the DIMENSION product's feature package number on the trouble ticket. Issue (optional) Useful to keep track of the software issue number of a given product release on the trouble ticket. This field should be entered for a switch product type. Contact Name (optional) The onsite contact person for trouble clarification and reporting. This field must have the correct data entered if the maintained product is under warranty or a preapproved T&M agreement. Phone (optional) The telephone number of the onsite contact person. This field must have the correct data entered if the maintained product is under warranty or a preapproved T&M agreement. Product Address (optional) The room, building, street, city, state, country and zip code where the product is located. Repair Time The number of hours the ticket can remain in the open or disp state before it becomes a jeopardy ticket. (The maximum is 999 hours.) You can specify a different interval for each level of severity: major, minor, or warning. The default time is 4 hours for major alarms and 24 hours for minor alarms or warnings. In addition to specifying the hour interval, this field also permits you to express minutes as a percentage of the entire hour on the Maintained Products screen. Example: Six hours and 15 minutes = 6.25 (six and a quarter hours) Six hours and 30 minutes = 6.5 or 6.50 (six and a half hours) Six hours and 45 minutes = 6.75 (six and three quarters of an hour) You can specify on the Routing Schedules screen that a particular routing destination be notified when a ticket status changes to jeopardy.

Initializing the Trouble Tracker Database 2-19 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Time Zone (required) The time zone where the maintained product is physically located. Use a numeric time zone value if daylight savings time is not considered or if you are using other than the seven specified time zones. If the Trouble Tracker software was upgraded from R1V1, this field is left blank after the conversion. This field will have to be updated for the ttas product. Refer to the "Procedure to Set Up the System Alarm Strategy" in this chapter for details on how to update this information. If this field is left blank, no MTTR or MTBA report calculations are made. The acceptable values are:

E Eastern Standard Time A Alaskan Standard Time C Central Standard Time H Hawaiian Standard Time M Mountain Standard Time P Pacific Standard Time T Atlantic Standard Time -12.x to where x is 1 through 9 representing tenths of 12.x hours, for Greenwich Mean Time (GMT) minus 12 hours to plus 12 hours for other time zones. (Use the minus hours for time zones east of GMT and plus hours for time zones west of GMT.)

Vendor Service (optional) The name of a Vendor Service Schedule that applies to this Contract Name product. If this field is left blank, the reports are based on 24 hours a day and 365 days a year. There are five Vendor Service Contract schedules automatically provided by Trouble Tracker:

8 to 5 7 to 7 8 to 8 9 to 9 24

Begin/End Dates (optional) Enter the begin and end dates of the warranty or contract. The information in this field is used to automatically generate a trouble ticket to warn that the warranty or contract is about to expire. This ticket is generated by the number of days and at the severity level specified on the System Alarm Strategy screen. DIMENSION (optional) A two-character field defining a DIMENSION product. Hardware Type Enter a hardware type, A through F followed by an optional D for duplicate common carrier. Remote Closure Select one: Allowed? Enter y to allow automatic closure when clos status has been received on a trouble ticket from a remote location (such as INADS, TTA, or another Trouble Tracker).

2-20 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Enter n to block automatic closure when a clos status has been received on a trouble ticket from a remote location. Note: When clos status is received from a remote location for a trouble ticket that has been blocked for automatic closure, the Remote Closure Allowed? field is updated to r . Such a ticket can only be closed manually.

When selecting an option for the Remote Closure Allowed? field, the Auto Close After Routing? (from the Routing Schedules) should also be considered. For example, if you are allowing remote closure from another Trouble Tracker, do not auto close after routing since this results in an attempt to close an already closed trouble ticket. The default value on the trouble ticket (from the option selected in the field) can be changed for each trouble ticket. Sched Name Enter the Routing Schedule that applies to this product. See: The procedure on the next page explains how to access routing schedule detail screens. LDN (optional) The Listed Directory Number (LDN) is the listed directory phone number of the product. Used by the AT&T INADS work center. Silent Knight Translates the alarm signals received through the SILENT KNIGHT Alarm Channels into trouble ticket entries in Trouble Tracker. If the product is a System 85 Release 1, a DIMENSION, or an Applications Processor that alarms through the SILENT KNIGHT receiver, enter the following three fields (severity, description, and notes) for each of the configured five SILENT KNIGHT channels on the transmitter associated with this maintained product. S85R1 has a defined set of parameters as the default, based on the wiring specified. Contact INADS for this mapping. Severity: Valid choices are:

maj for major alarms min for minor alarms wrn for warnings

Description: Up to 30 characters can appear on the trouble ticket. Refer to Appendix E for the valid description entries. Notes: Up to 30 characters can appear on the trouble ticket.

3 Press ESC to add this maintained product to the database.

Initializing the Trouble Tracker Database 2-21 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff See: the "System Login/Security" procedure in this chapter to enter security information for AT&T PBXs. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Procedure: Displaying Routing Schedule Detail Screens You can query, screen, master, detail, table, output, and exit the Routing Schedules detail screens from the master Maintained Products screen. The Routing Schedule detail screens associated with a Maintained Products master screen are for informational purposes only; they cannot be updated, added, or removed. To perform these functions or view all the schedules without access to the maintained products tables, access the appropriate Routing Schedule from the System Initialization Menu. 1 To display the Routing Schedules associated with a particular Maintained Product: From the Maintained Products screen, select Query to display the appropriate product. The following message is displayed in the top right corner of the display: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc 1: products table c

Select Detail from the list of options at the top of the display. The following message is displayed in the top right corner of the display: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc 2: routsched table c

In addition, the number of rows or Routing Schedules associated with the product are displayed in the bottom left corner of the display. This message means that you changed tables from the master to the detail. If more than one Routing Schedule is associated with the product, select Next from the list of options to display the next Routing Schedule. Select Previous to display the previous Routing Schedule or Master or Table to display the Maintained Productbbbbbbbbbbbbbbbbbb master screen associated with the Routing Schedules. c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-22 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994

Systemffffffffffffffffffffffffffffffffffffff Login/Security This screen enables you to query and update the logins, passwords, and phone information for your maintained PBX products. The next list provides the reasons for these updates. | By changing passwords periodically, you can control access to your alarming switches, thereby insuring a level of security to the system. You must have a valid login (excluding the craft login) to ensure that alarms are correctly | received in the system, and also to run the Update Trunk Data procedure. Notes: This screen changes the password in the Trouble Tracker database; it does not change the password or security code in the switch. You cannot add or remove any product records using this screen. If you want to add or remove products, use the Maintained Products screen.

Procedure: Updating System Logins Use the next steps to update security information. Note: You can query all products, but you can only update a particular switch at a time.

1 Select System Login/Security from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c c Searches the active database table ** 1: products table** c ------c SYSTEM LOGIN/SECURITY Screen 1 of 1 c c ------Product Name: c c Type: Release :c | c Version :c | c ------LOGIN INFORMATION------c c Login: Password: c c Phone No.1 : Phone No.2 : c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbMaximum number of times to attempt a login :c |

SCREEN 2-5 System Login/Security

Initializing the Trouble Tracker Database 2-23 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

2 Select the Query option from the top of the display, then enter the product type in the Type | field. For example, type G3r to display all the products in the Maintained Products database | that are G3r switches. 3 Select Update to update the logins and passwords. Product Name [key field] Name of the product as entered in the Maintained Products database. This field cannot be updated. Type Valid maintained products that have been previously added to the Trouble Tracker database. Query the Maintained Products screen for a list of valid products. This field cannot be updated. Release Release number of the switch. This field cannot be updated. | Version |Version number of the release number of the switch. This field cannot | be updated. | Login |The login used for calls to the switch. Trouble Tracker needs this login for the Update Trunk Data function and for receiving alarms. Note: An INADS login can be used to call the switch for these functions. Password The password used for calls to the switch. Trouble Tracker needs this password for the Update Trunk Data function and for receiving alarms. Phone No.1 The phone number for the first dial-in port on the switch. Trouble Tracker uses this port for the Update Trunk Data function and for the Cut-Through utility. Phone No.2 The phone number for the second dial-in port on the switch. Trouble Tracker uses this as a storage field for a second phone number. | Maximum |If the switch release and version numbers are R3V3 or higher, you | number of times |may access this line to specify a maximum number (from 1 to 9 ) of | to attempt a login |login attempts. The default is 5 .| Note: This field is for use with G3 switches only. |

4 Press ESC to update the information in the database. 5 Select either Next or Previous to update any remaining rows that were returned by your | query, then follow the instructions above, beginning with Step 3. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-24 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994

Vendorffffffffffffffffffffffffffffffffffffff Service Schedules Define the service schedules for each vendor associated with each maintained product. If there are no Vendor Service Schedules defined for a maintained product, it is assumed that service is scheduled for 24 hours a day and 365 days a year.

Procedure: Defining a Vendor Service Schedule You can query, add, remove, current, output, and exit Vendor Service Schedules. 1 Select Vendor Service Schedules from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c Searches the active database table ** 1: service table** c ------c VENDOR SERVICE SCHEDULE Screen 1 of 1 c c ------c c Service Contract Name: Schedule: c c c c DAILY SERVICE HOURS WEEKLY SCHEDULE c Service Start At: Monday? c Service End At: Tuesday? c Wednesday? c HOLIDAY SCHEDULE Thursday? c c Friday? Schedule Name: Saturday? c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbSunday? c

SCREEN 2-6 Vendor Service Schedule Screen

2 Select Add . Use the following information for the screen fields: Service Contract [key field] This is the name of this service schedule. This name should Name be descriptive of the vendor, for example, for AT&T switches or other AT&T products, Trouble Tracker provides five typical schedules:

8 to 5 7 to 7 8 to 8 9 to 9 24

The 8 to 5, 7 to 7, 8 to 8, and 9 to 9 schedules are a.m. to p.m., Monday through Friday. The 24 schedule is 24 hours a day, seven days a week.

Initializing the Trouble Tracker Database 2-25 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Schedule [key field] The number of the schedule associated with the specified field. In order that 24 hours a day, 7 days a week can be accounted for, more than one schedule can be associated with a Vendor Service Schedule. Up to 99 schedules can be entered. Daily Service The 24-hour military time that the service begins and ends. For Hours example, use 800 to 1700 for service to begin at 8 a.m. and end at 5 p.m. Schedule Name Enter the holiday schedule name. Refer to the section on "Vendor Holiday Schedules" in this chapter. If a Holiday Schedule is not listed, it is assumed that this service schedule is not affected by holidays. Weekly Schedule Select one: Enter y in the fields for the days that this schedule is in effect or Enter n in the fields for the days that this schedule does not apply.

3 Press ESC to add the vendor service schedule to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-26 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994

Vendorffffffffffffffffffffffffffffffffffffff Holiday Schedule Define the various holiday schedules associated with the Vendor Service Schedules.

Procedure: Defining a Vendor Service Schedule You can query, add, remove, current, output, and exit Vendor Holiday Schedules. 1 Select Vendor Holiday Schedules from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c c Searches the active database table ** 1: holidays table** ------c c VENDOR HOLIDAY SCHEDULE Screen 1 of 1 c ------c c Holiday Schedule Name: c c OBSERVED OFFICIAL HOLIDAYS OTHER NONFIXED HOLIDAYS c c c New Year Day? Holiday No.1: Memorial Day? Holiday No.2: c c Independence Day? Holiday No.3: Labor Day? Holiday No.4: c c Thanksgiving Day? Holiday No.5: c Thanksgiving Day Two? Holiday No.6: c Christmas Day? Holiday No.7: c Holiday No.8: c Holiday No.9: c Holiday No.10: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 2-7 Vendor Holiday Schedule Screen

2 Select Add . Use the following information to populate the screen fields. Holiday Schedule [key field] The name of this holiday schedule. You may create your Name own schedule or use one of the two schedules provided with Trouble Tracker. They are two regular and 24. Entering regular in this field automatically populates the Observed Official Holidays fields with y and the Other Nonfixed Holidays are left blank. Entering 24 in this field automatically populates the Observed Official Holidays with n and the Other Nonfixed Holidays are left blank. Enter a schedule name of your own choosing.

Initializing the Trouble Tracker Database 2-27 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Note: No fields are automatically populated when you enter a schedule name of your own choosing. Proceed to the next field to make your holiday selections. Observed Official Enter y in the applicable fields if the holiday is observed or n if the Holidays holiday does not apply. New Year's Day is January 1. Note: If you elect to observe this holiday and the day falls on a Saturday, then the observed holiday defaults to the preceding Friday, December 31. Conversely, if this day falls on a Sunday, then the observed holiday defaults to the following Monday, January 2. Memorial Day is the last Monday of May. Independence Day is July 4. Note: If you elect to observe this holiday and the day falls on a Saturday, then the observed holiday defaults to the preceding Friday, July 3. Conversely, if this day falls on a Sunday, then the observed holiday defaults to the following Monday, July 5. Labor Day is the first Monday of September. Thanksgiving Day is the last Thursday of November, unless November 30 is the last Thursday, then Thanksgiving is November 23. Thanksgiving Day Two is the day after Thanksgiving Day. Christmas Day is December 25. Note: If you elect to observe this holiday and the day falls on a Saturday, then the observed holiday defaults to the preceding Friday, December 24. Conversely, if this day falls on a Sunday, then the observed holiday defaults to the following Monday, December 26. Other Nonfixed Enter the days that are considered holidays not specified under the Holidays Observed Official Holidays list.

3 Press ESC to add the Vendor Holiday Schedule to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-28 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994

Portffffffffffffffffffffffffffffffffffffff Configuration Identify the protocol associated with each Trouble Tracker alarm receiver port (tty). For more information on port numbering, see the Trouble Tracker Installation Manual. At least one port must be administered before alarm processing can be started.

Procedure: Configuring a Port You can query, add, remove, current, output, and exit Port Configuration. 1 Select Port Configuration from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c c Searches the active database table ** 1: portconfig table** ------c c PORT CONFIGURATION Screen 1 of 1 c ------c c Port Type: Port: c c Valid Port Types: c SK/SK9 - Silent Knight Receiver 1200 - 1200 Baud Standard Format Receiver c c - System 85 Release 1 - System 85 Release 2 - Dimension - System 75 Modular (XE) & R1V4 c c - AP16 - Other Trouble Tracker Systems - 3B - Centralized System Management Systems c c - StarKeeper I Systems c - Call Detail Record Poller c c - DEFINITY Generic 1, 2 & 3 c X25 - X.25 Receiver 300 - 300 Baud Receiver c - System 75 (R1V1-R1V3) - CMDR c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 2-8 Port Configuration Screen

2 Select Add . Use the following information for the screen fields:

Port Type [key field] The type of port being defined. Enter the port type abbreviation (SK, SK9, X25, 1200, or 300) associated with the valid port types and their associated product types listed on the screen. Port [key field] Enter the port name or tty number associated with the port type. For the 3B2/400 and 3B2/600, enter the port type in the form, tty## where ## represents the port number associated with the port type (for example, tty32 ).

Initializing the Trouble Tracker Database 2-29 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff For the 6386E/33, the 6386SX/EL and the NCR-3315, enter the port type in the form, ttyh## where ## represents the port number associated with the port type (for example, ttyh32 ). For the NCR-3332, enter the port ID in the form, tty where represents a pair of alphabetic characters. You do not have to enter a port if your port type is X25. By default, the port field is automatically populated with line00, which is the only valid value for this field. The "Port Configuration Worksheet" found in (Appendix B, "Port Configuration Worksheets" in the Trouble Tracker Installation Manual) lists the port assignments that were made when you installed your system. A typical Trouble Tracker configuration uses the following port values: For X25, the port is line00 , which is the default line number associated with the Intelligent Serial Controller (ISC) cable end labeled Channel A. For SK (Silent Knight 8522), SK9 (Silent Knight 9000), 300, and 1200, enter the port type in the form:

Ð tty## for the 3B2/400 and 3B2/600, where ## represents the port number on the Expanded I/O Ports card that is associated with the Silent Knight, 300 baud, or 1200 baud receiver (for example, tty32 )

Ð ttyh## for the 6386E/33, the 6386SX/EL and the NCR-3315, where ## represents the port number on the Expanded I/O Ports card that is associated with the Silent Knight, 300 baud, or 1200 baud receiver (for example, ttyh32)

Ð tty for the NCR-3233, where represents the port ID associated with the Silent Knight. To access DIMENSION FP8s, at least one 300-baud outgoing port must be configured to use the Cut-Through utility.

3 Press ESC to add the port configuration to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-30 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Changing a Port Configuration You can add a port configuration, but you cannot update a port configuration. To change a port: 1 Stop Trouble Tracker, using the Stop Alarm Processing option from the Utilities Menu. 2 Remove the appropriate port configuration. 3 Add the new port configuration, explained in the "Procedure to Configure a Port," in this chapter. 4 Bring Trouble Tracker back up with the Start Alarm Processing option. The new port values take effect when the system is brought up. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Initializing the Trouble Tracker Database 2-31 Trouble Tracker R1V5 Operations Manual, March 1994

Systemffffffffffffffffffffffffffffffffffffff Alarm Strategy Set up or change the default settings that cause Trouble Tracker to alarm itself when it detects problem conditions that could interfere with system operation. These include: Problems with forwarding trouble tickets to specified alarm routing destinations Running low on file system space Failure to run a full data backup within the prescribed time period Failure to archive the history trouble tickets within a prescribed time period Imminent expiration of a service contract or warranty. The system provides default settings for each of the conditions for which Trouble Tracker can alarm. You can use the System Alarm Strategy option to change those settings or to specify additional files that you want Trouble Tracker to monitor. Before this option can properly route trouble tickets, you must set up a Routing Schedule for the Trouble Tracker system.

Procedure: Setting Up the System Alarm Strategy To alarm its own problems, Trouble Tracker considers itself as a Maintained Product called ttas. The Maintained Product record for ttas was created when the Trouble Tracker software was installed. In order to create trouble tickets, you must set up a Routing Schedule for ttas. 1 Set up a Routing Schedule according to the "Procedure to Define a Routing Schedule" in this chapter. 2 Select Maintained Products from the System Initialization Menu.

3 Select Query and press ESC .

4 Enter ttas in the Product Name field and press ESC . The record for ttas, the Trouble Tracker system, is displayed. The alarm ID for the product is the Trouble Tracker software serial number. 5 Update the ttas record as necessary. Enter the applicable schedule name in the Sched Name field and time zone in the Time Zone field, and press ESC to add the updated maintained product to the database. Refer to the "Procedure to Define a Maintained Product" in this chapter for more information about the Time Zone field and a list of the valid entries for this field. Note: The above information on System Alarm Strategy for ttas (which is the Maintained Product name for the Trouble Tracker system), does not include problem detection on the physical processor itself. If your processor has a Remote Maintenance Package (RMP) card installed in it, this RMP has the capability of alarming to INADS if a machine error is detected. Secondly, trouble tickets can also be manually opened against the processor. As with any product, you must first configure the database before opening any tickets.

Ð Decide on the routing destination for processor alarms, for example, another Trouble Tracker system. If this destination(s) has not been previously entered into the Trouble Tracker database, enter it now.

2-32 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

Ð Enter a routing schedule (and the previously defined routing destination you are associating with the schedule).

Ð Enter a maintained product name and product type. If the processor is a 3B2, enter 3B for type. If your processor is a 6386E/33, 6386SX/EL, NCR-3315 or a NCR-3332, you must enter a manually-tracked product type. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Procedure: Changing the System Alarm Strategy You can query, add, update, remove, screen, current, output, and exit System Alarm Strategy. 1 Select System Alarm Strategy from the System Initialization Menu.

2 Select Query and press ESC to display the defaults. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c Searches the active database table ** 1: alarms table** c ------c c SYSTEM ALARM STRATEGY Screen 1 of 2 c ------c ROUTING FAILURE ALERT File System: / c Severity: wrn Major: 0095 c Minor: c HISTORY ARCHIVE ALERT Warning: c Major: c Minor: File System: /usr c Warning: 0090 Major: 0095 c Minor: 0090 c FULL DATA BACKUP ALERT Warning: 0085 c c Major: c Minor: File System: c Warning: 0060 Major c Minor: c SERVICE CONTRACT ALERT Warning: c Major: c Minor: c Warning: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 2-9 System Alarm Strategy Screen

Initializing the Trouble Tracker Database 2-33 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

3 Select the Update option to change any of the default settings shown on the screen. If you do not want an alarm to be generated for a problem, space over the default parameter and leave the field blank. Routing Failure The alarm severity level generated for a routing failure. If there is a Alert, Severity routing destination failure, a trouble ticket with the specified severity is generated. History Archive Unless the History Archive utility is performed within the specified Alert number of days, an alarm at the specified severity is generated. Full Data Backup Unless the Full Data Backup utility is performed within the specified Alert number of days, an alarm at the specified severity is generated. Service Contract The number of days specified prior to a warranty/service contract Alert expiration date before an alarm at the specified severity can be generated. This date is specified in each maintained product. File System The name of any three file systems (such as / or /usr) on the processor, and the percentage of file system capacity that has been exceeded before an alarm is generated. File Enter a file using its complete UNIX path name. Then specify the parameters (as whole bytes) for the system to generate major, minor, or warning trouble tickets if the files exceed the byte size. There are four additional file fields on Screen 2 of 2 of the System Alarm Strategy screen.

4 Press ESC to add the System Alarm strategy to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-34 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994

Thresholdsffffffffffffffffffffffffffffffffffffff The threshold trouble ticket feature allows you to specify a set of threshold conditions that must be met before an alarm is opened against a maintained product. The very first alarm that matches the alarm conditions defined in your threshold criteria causes a threshold (status= thre) trouble ticket to be generated. This threshold ticket is simply a placeholder in the ticket database and such a ticket does not route to a destination. When all the defined threshold conditions have been met, the threshold ticket then becomes an open ticket (which the system then routes to a destination). However, if the alarm does not occur for the specified number of times (count) within the defined interval, then no ticket is opened against the product, and the threshold ticket is purged from the trouble ticket database. The number that was assigned to the purged thre ticket is not reused, and the history trouble ticket database will show a numbering gap in the ticket list indicating that a threshold ticket had been generated, but failed to open because threshold criteria had not been met. The threshold conditions that can be filtered are: Product name Severity of alarm Equipment location Number of times the problem occurs (count) The time interval in which the count takes place The alarm description In order to filter, the information input on this screen must exactly match (case sensitive) the information received on the alarm. If you leave a field blank on this screen, the system does not filter anything for that field. You can also filter by putting a very large count field in the Count threshold parameter. In general, thresholds should not be established until the Trouble Tracker system is up and running for a while. This gives you time to become familiar with alarm patterns before you take steps to block or reduce alarms. In addition, do not establish thresholds for the following: G2, System 85, or DIMENSION 2000 PBXs. Because these switches alarm only on the first occurrence of a problem, thresholding blocks alarms from these products maintained by Trouble Tracker. Products that are under warranty or for which you have maintenance agreements with AT&T. Thresholding alarms may prevent important diagnostic information from reaching the AT&T services organization.

Initializing the Trouble Tracker Database 2-35 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Thresholding a Maintained Product You can query, add, update, remove, current, output, and exit Thresholds. 1 Select Thresholds from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c PERFORM: Query Next Previous View Add Update Remove Table ... c Searches the active database table ** 1: thresholds table** c c ------c THRESHOLDS Screen 1 of 1 c ------c Product Name: c Severity: c Equipment Location: c Count: c Time Interval: (IN HOURS) c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbDescription: c

SCREEN 2-10 Thresholds Screen

2 Select Add . Use the following information for the screen fields: Product Name [key field] Any valid maintained product. Severity The alarm level at which this product generates a trouble ticket. The valid choices are: maj (major) min (minor) wrn (warning) Equipment (optional) The equipment location to be filtered (for example, a specific Location board, line, or trunk). The information in this field must exactly match (case sensitive and no wild cards) the location that is sent in an alarm or filtering will not work. Do not enter leading zeroes in these fields. Count (optional) The number of incidents that must be seen before a trouble ticket is created. Time Interval The number of hours during which the count specified above must occur to create a trouble ticket. For example, if the Count is 3 and the Time Interval is 1 hour, Trouble Tracker must receive three occurrences of the alarm in one hour before it generates a trouble ticket. To prevent a trouble ticket from being generated, enter 0 in this field and 1 in the Count field.

2-36 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Description (optional) The alarm description that causes thresholding for this product. The information in this field must exactly match (case sensitive and no wild cards are allowed) the description field on the alarm that Trouble Tracker generates. In most cases this matches the message received from the product's software.

3 Press ESC to add the threshold record to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Initializing the Trouble Tracker Database 2-37 Trouble Tracker R1V5 Operations Manual, March 1994

Vendorsffffffffffffffffffffffffffffffffffffff This option allows you to assign an ID and specify the contact name, phone number, and address of each vendor associated with the maintained products.

Procedure: Adding Vendors You can query, add, update, remove, current, output, and exit Vendor Identification. 1 Select Vendors from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c Searches the active database table ** 1: vendors table** c ------c c VENDOR IDENTIFICATION Screen 1 of 1 c ------c c Vendor ID: c Name: c Contact: c Phone: c Address: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 2-11 Vendor Identification Screen

2 Select Add . Use the following information to populate the screen fields: Vendor ID An ID of up to 15 alphanumeric characters that uniquely identifies the vendor Vendor Name, Usually the vendor's business name and address, the vendor contact Contact, Phone, (service representative or salesperson), and the contact's phone number Address

3 Press ESC to add the Vendor Identification to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-38 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994

Updateffffffffffffffffffffffffffffffffffffff Trunk Data This option allows you to automatically extract and upload the near-end trunk information to the Trouble Tracker database from the following specified switches: | G3r, G3i, G3s or G3vs | System 75 R1 or XE System 85 R2V2 through R2V4 G2.1 and 2.2 DIMENSION 400E, 600, or 2000 FP7, FP8, FP9, FP10, FP11, or FP12 Use this option to initialize trunk information when Trouble Tracker is first initialized. Thereafter, use it any time you physically change the switch's connecting trunks. Communication errors are listed in the Error Log. Refer to the Alarm Log for information pertaining to the problem relating to the conversation with the switch. Refer to Appendix A, "Trouble Tracker Logs," for more information on the Trouble Tracker logs. The Network Connectivity option can also be used to manually add or change trunk data. Before you can use this option, the switch must be entered in the maintained products database, including its phone number and security password. If the trunk upload or database update is interrupted or incomplete because of a communications or database problem, you can select the resume option when you rerun the update. To access trunk data from a System 75 R1V1, the switch must be equipped with a modem pool card that allows asynchronous communication. System 75 R1V2 and R1V3 come equipped with asynchronous communication capability.

Procedure: Updating Trunk Data

1 Select the Update Trunk Data option from the System Initialization Menu. 2 At the prompt, enter the maintained product name for which you want trunk information. 3 If an earlier trunk extraction or database update for this product was interrupted and the database was updated with partial data, enter the number of one of these options and press RETURN . Resume Update of Trunk Data Ð the program resumes reading the trunk data at the point where it was interrupted. If the database update was terminated (even though the extraction of information from the switch was successful), the program resumes updating the database from the point it was terminated. Start Update of Trunk Data Ð starts the trunk extraction from the beginning.

Ð The following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Starting Upload of Trunk Data c

The system attempts to connect to the switch.

Initializing the Trouble Tracker Database 2-39 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

Ð If the system does not have enough information in the maintained product database to access the product, a message such as the following may be displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Dialing Failed c

Enter exit and press RETURN to end the function.

Ð If the system connects to the switch, the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Connection Established c

Ð The following message is displayed as each group is extracted: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Extracting data for trunk group nn c

The program creates a temporary file containing the trunk group, trunk member number, trunk member type, and equipment locations for the product's trunks. 4 When the trunk extraction completes, the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Trunk data successfully extracted c

The next message that follows is: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Connection Dropped . c

If the trunk extraction is dropped prematurely (indicated by a message such as PBX Hung Up On Us ), the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Retrying Upload of Trunk Data c

The process attempts four automatic retries.

If the process is interrupted by pressing DEL , or if a communications problem prevents Trouble Tracker from accessing all the trunk data after four retries, enter the number of one of these options and press RETURN . Retry Upload of Trunk Data Ð immediately resumes reading the data at the point where it was interrupted. Start Database Update with Partial Trunk Data Ð loads the incomplete trunk data to the Trouble Tracker database. No records are deleted from the existing database. The partial data files are saved, and if you rerun the update later, you have the option of resuming the update where it was interrupted. Exit Ð exits the program. The temporary files are removed, and if you rerun the update later it starts from the beginning.

2-40 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

5 If the trunk extraction completed successfully, or if you selected Update Database , the screen displays a message to summarize the changes that will be made to the trunk information. See the next screen for an example. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c nn trunks will be added c nn trunks will be deleted c nn trunks will be modified c c nn trunks will be unchanged c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbPress to continue, ~~to abort c~~

SCREEN 2-12 Update Trunk Data Ð Database Update Summary

6 Press DEL to stop the update if it is not doing what you expected. System Message: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Database was not updated c

7 Press RETURN to proceed with the update. System Message: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc The database is now being updated: please wait c

The system then begins to write the trunk information to the Trouble Tracker database. If this is the first time you are running the Update Trunk Data option for this maintained product, the program creates the trunk database by writing the information from the temporary file to the database. If Trouble Tracker already has some trunk data for the product, the program compares the existing information to information extracted from the product, and adds, updates, or deletes equipment locations as needed. Records will only be deleted if the upload of trunk data is complete, after one or more tries. If network connectivity information has been entered previously, the program will also delete network connectivity information for trunks that are deleted. See the section on "Network Connectivity" later in this chapter for more information.

Initializing the Trouble Tracker Database 2-41 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff If there are no records to be added, deleted, or updated, the program exits and this message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Database update was not needed c

8 Because network connectivity information was updated by this function, select Audit Database from the Utilities Menu. This checks the Network Connectivity IDs to be sure that trunks are still correctly paired. Select Network Connectivity to enter or change Network Connectivity IDs. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-42 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994

Trunkffffffffffffffffffffffffffffffffffffff Group and Vendor Association Use after performing an Update Trunk Data to specify one or many groups associated with a product to a single vendor ID.

Procedure: Associating a Trunk Group to a Vendor

1 Select Trunk-Group & Vendor Association from the System Initialization Menu. System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Enter Product Name c

2 Enter a valid, maintained product name that is in the trunk table. System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Enter Trunk Group c

3 Enter a single group or a list of up to 40 groups separated by commas. System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Enter Vendor ID c

4 Enter a valid vendor ID (one that is specified in the Vendor Identification table) that the trunk groups are associated with. If a trunk group is not specified at the Enter Trunk Group prompt, all the trunk groups of this product will belong to a single vendor ID. If a different vendor ID is specified for a trunk group that was already assigned a vendor ID, the new vendor ID overwrites the old vendor ID. The trunk group number and the number of trunks updated are displayed; Example: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Trunk group 17: 2 trunk(s) updated. c bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Initializing the Trouble Tracker Database 2-43 Trouble Tracker R1V5 Operations Manual, March 1994

Networkffffffffffffffffffffffffffffffffffffff Connectivity Define the equipment locations, a connectivity ID, and circuit ID for each equipment location. The circuit ID is the product vendor ID number used to identify the trunk type. This ID tells which vendor owns the line, and is used by that vendor to locate the line. The network connectivity ID is a unique ID that is assigned to each pair of trunks in the network. Trouble Tracker uses this ID to show product relationships on the Network Status Display, and to associate a far-end trunk to a near-end trunk that is reporting trouble. Refer to Chapter 6, "The Network Status Display," for details of the NSD connectivity requirements. The level of network connectivity information entered in this option determines how the graphic representation of your network reflects the network's status. To display a line on the NSD between connected switches, enter the trunk information and a network connectivity ID for at least one trunk member for each switch. Products with the same network connectivity ID will have a line drawn between them. To display a line on the NSD representing a trunk between the switches and have the line change color if alarms are detected for any of the connecting trunks, enter a network connectivity ID for each connecting trunk member. It is not necessary to match the trunk Equipment Line Locations (ELLs) as they are actually connected if the NSD is not used to match trunk alarms; just match them one-for-one with unique network connectivity IDs and the lines will reflect the color of the line condition.

When a trunk alarm occurs, Trouble Tracker will reference the network connectivity data and enter near-end and far-end trunk connections on the trouble ticket. It is important that the network connectivity data with trunk ELLs is accurate if the NSD is used to track trunk alarms. To keep this information current, you must update the Trouble Tracker database every time a trunk location is moved or changed. If you have entered network connectivity IDs for near-end and far-end trunk connections, the near-end and far-end fields of the trouble ticket will display the information when Trouble Tracker creates a trouble ticket for a specific equipment location. If the far-end trunk is located in the central office (CO) or in another vendor switch that does not alarm to Trouble Tracker, set up the Trouble Tracker database to reflect the association by creating a Maintained Product of type other to represent the CO or other vendor switch. This Maintained Product will not send alarms to Trouble Tracker or create automatic trouble tickets; however, you can enter trunk data for the product and display the product on the NSD. When an alarm is received for the near-end trunk (located on one of your PBXs), the far-end field of the trouble ticket displays the far-end trunk location (located at the CO or on another vendor switch). For System 85 R2V1 through R2V3 and DIMENSION switches, the trunk group must have a Dial Access Code if the trunk index and member are different. In addition, correct trunk members are necessary for the proper operation of Trouble Tracker. The connectivity information you must enter can be obtained from your records. For certain switches, you can use the Update Trunk Data option to input the trunk group, trunk member number, and equipment location for the switch. If you use this option, the Network Connectivity database is partially updated, and you need only add the circuit ID and connectivity IDs for the trunks. See "Defining Connectivity When Trunk Data Exists" for details.

2-44 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Defining Network Connectivity You can query, add, update, remove, current, output, and exit Network Connectivity. 1 Select Network Connectivity from the System Initialization Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c c Searches the active database table ** 1: trunk table** c ------c NETWORK CONNECTIVITY Screen 1 of 1 c c ------Product Name: c c Trunk Group: Trunk Member Number: c c Trunk Member Type: Equipment Location: c c Circuit ID: Status: c c c VENDOR INFORMATION c ID: c c Name: Contact: c c Phone: c c Address: Network Connectivity ID: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 2-13 Network Connectivity Screen

2 Select Add . Use the following information to populate the screen fields. Product Name A unique name defined in the Maintained Products database. Trunk Group (optional) The number associated with this product. Useful for tracking purposes. Trunk Member (optional) Useful for tracking purposes. Number Trunk Member Used to support CMA ACCUMASTER Integrator. Type Equipment The equipment location trunk member (up to 11 characters). This Location information enables the program to indicate the color of the alarm condition of network connectivity lines on the Network Status Display. If this information is not entered, the line between products will appear but will not reflect the status of the network. Do not enter leading zeroes in the equipment location.

Initializing the Trouble Tracker Database 2-45 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff The format for the equipment location for System 85 and DIMENSION is nn/n/n/nn/n (where n is the number of the module, cabinet, carrier, slot, and circuit, for example, 0/1/1/1/2). The format for G3, G1, and System 75 is Xmmnn (where X represents the carrier (upper case), mm is the number of the slot, and nn is the number of the circuit, for example, A0102). The format for G2 is the universal module format aaXmmnn (where aa represents the module number), X represents the carrier (upper case), mm is the number of the slot, and nn is the number of the circuit, (for example, 03A0102). Circuit ID (optional) The ID number used for a particular circuit. The Special Service Common Language Circuit Identifier (CLCID) for ETN/Software Defined Network (SDN) circuits can be obtained from the AT&T Word document. Status (optional) A two-character field indicating that status of the trunk, such as bo (busy-out). Vendor ID (optional) The unique vendor ID assigned to the appropriate vendor of this product. No verification is performed for valid or invalid entries. If a defined vendor ID is entered in this field, the appropriate vendor name, contact, phone, and address fields are populated. If an undefined vendor ID is entered in this field, the vendor name, contact, phone, and address fields will remain unpopulated. Vendor Name, If the Vendor ID is defined in the Vendors database file, these fields are Contact, Phone, populated with the information associated with the Vendor ID. Address Network The ID number for each product that is connected to another so that the Connectivity ID program can draw a line between the products on the Network Status Display. Only two equipment locations can share the same network connectivity ID, and a network connectivity ID must have two equipment locations associated with it. If only one end of a trunk is connected to a maintained product, no network connectivity IDs should be specified in the database.

3 Press ESC to add this Network Connectivity information to the database. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

2-46 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Defining Network Connectivity IDs Enter the connectivity and circuit IDs if trunk information has already been taken from the switch through the Update Trunk Data option. 1 Select Network Connectivity from the System Initialization Menu. 2 Select the Query option to display the Product Name and Trunk Group number for which you want to enter a connectivity ID. Do not enter leading zeroes in the equipment location. 3 The product name, trunk group name, member number, and equipment location for the specified trunk is displayed. 4 Select the Update option to change the circuit ID, vendor, and network connectivity ID information as explained in "Procedure to Update the Trunk Data" in this chapter. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Initializing the Trouble Tracker Database 2-47 Trouble Tracker R1V5 Operations Manual, March 1994

Startffffffffffffffffffffffffffffffffffffff Alarm Processing When selected, this option starts the Trouble Tracker alarm process. There are no screens associated with this option; only messages are displayed to inform you of the progress. Note: Trouble Tracker cannot receive alarms or route tickets if you do not start alarm processing. Contact the TSC (1 800 548-8861) to activate your Trouble Tracker prior to using this option.

Procedure: Starting Alarm Processing

1 Select Start Alarm Processing after you have initialized and backed up the Trouble Tracker database to initiate alarm processing. The following message is displayed when alarm processing starts: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Trouble Tracker booted c

Trouble Tracker runs an audit to check file references and internal processes. If the system finds any of the following problems, one of the following error or warning messages is displayed: Inconsistencies in the database Port configuration errors Trouble Tracker serial number (TT ID/ttas product alarm ID) is incorrect (call the TSC) Trouble Tracker was not activated by the TSC (contact the TSC to have Trouble Tracker activated) The maximum number of supported alarming products has been exceeded (contact the TSC) 2 Check the message in Appendix C, "Error Messages," for a description of the error and a suggested resolution. If the audit is successful the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc The database is structurally sound c

Next, a series of messages, indicating that each Trouble Tracker process has been successfully initialized, is displayed. The last message is: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc startup: Trouble Tracker is UP c

2-48 Initializing the Trouble Tracker Database Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff If you want Trouble Tracker to be started automatically when the processor is booted, your System Administrator can copy a UNIX script to the /etc/rc.d directory. This script starts alarm processing automatically whenever the processor is booted. For more information, refer to "Starting Trouble Tracker Automatically" in the Trouble Tracker Installation Manual. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Initializing the Trouble Tracker Database 2-49 ffffffffffffffffffffffffffffffffffffffWorking with Trouble Tickets

ffffffffffffffffffffffffffffffffffffffOverview Trouble Tracker reports and forwards trouble tickets that result from alarms generated by the maintained products that you define at initialization time. These products include: PBXs Administration systems such as CSM External equipment, such as adjunct processors or multiplexers associated with a PBX Peripheral equipment See: Chapter 2, "Initializing the Trouble Tracker Database," for details on initialization. Trouble Tracker holds all of the system information in database files. The two trouble ticket database files are the active and history. The active trouble ticket database file consists of all the trouble tickets with their associated extra notes except those with a closed status. The history trouble ticket database file consists of all the closed trouble tickets with their associated extra notes. All trouble tickets created in the database are also entered into the Trouble Ticket log, ttlog. Appendix A in this manual contains more information about Trouble Tracker logs. In addition, a summary of the most recently entered trouble tickets can be viewed using the Scrolling Fault Display and the Split Screen Fault Display from the Displays menu. See Chapter 4, "Displays and Utilities," for details. This chapter contains the following information on trouble tickets: Types of tickets Ticket numbering scheme How to close a ticket opened in error How to manually open a ticket How to add extra notes to a ticket Explanation of system-generated tickets How to display tickets How to update trouble tickets How to remotely dispatch and close a ticket How to manually close a ticket

Working with Trouble Tickets 3-1 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Explanation of system-closed tickets How to reroute tickets How tickets can be created for file and file system alarms How to update the History database. See: "Dispatching/Closing Multiple Tickets" in Chapter 4, "Displays and Utilities," for procedures on updating the status of multiple tickets.

3-2 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994

Troubleffffffffffffffffffffffffffffffffffffff Ticket Types Screen 3-1 shows a portion of a sample trouble ticket. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c ------c c TROUBLE TICKET No: Screen 1 of 2 c c ------Prod Name: Severity: REPAIR TIME(HRS) ROUTING STATUS c c Alarm ID: Status: Major: Open: LDN: Count: Minor: Dispatch: c c Contact: Warning: Jeopardy: Phone: Close: c c Address: Equip Loc: c c Desc: c c Entry Date/Time: Tech Start Date/Time: c c Target Date/Time: Tech Finish Date/Time: Originator: Service Affecting? c c Phone: Repair Cost: $ Technician: Allow Remote Closure? Default: c c ------TROUBLE TICKET No: Screen 2 of 2 c c ------c c Resolution: Notes: c c c c VENDOR INFORMATION NEAR END INFORMATION c c ID: Trunk Group: Trunk Member: Name: Circuit ID: c c Phone: FAR END INFORMATION Contact: Prod Name: c c VENDOR TICKET INFORMATION Equip Loc: c c Entry Date/Time: Trunk Group: Trunk Member: Clos Date/Time: Circuit ID: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 3-1 Portion of a Trouble Ticket

The Status , Originator , and Jeopardy fields of the trouble ticket determine the type of trouble ticket. See Table 3-1 for detailed descriptions of ticket types.

Working with Trouble Tickets 3-3 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TABLE 3-1 Trouble Ticket Types bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Ticket Typec Descriptionc Statusc Originatorc Other c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c c Open c a trouble ticket opened by c openc auto c Ð c c System- c Trouble Tracker c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbGenerated c c c c c c Open c a trouble ticket opened by c openc auto c The Notes field c c System- c Trouble Tracker for a c c c is populated with c c Generated c switch product that has c c c the tag, TSC c c c c c c c (Assigned) the TSC (INADS) defined ASSIGNED . c c c c c c c c as a routing destination. c c c c c c Note: Open/assigned c c c c c c means that a TSC c c c c c c engineer is reviewing the c c c c c c ticket. If an actual c c c c c c problem is found, then the c c c c c c engineer changes the c c c c c c ticket status to c c c c c c dispatched. See c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c "Dispatched" in this table. c c c c c c c c c c c Open c a trouble ticket opened by c open c other c − c c Manually- c a Trouble Tracker user c c (Default is c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbGenerated c c c user login) c c c Thresholdc a trouble ticket that is c threc auto c − c c c unopened until the alarm c c c c c c threshold conditions are c c c c c c met c c c c c c c c c c c c Note: Once the threshold c c c c c c criteria are met, the c c c c c c trouble ticket becomes c c c c c c Open System-Generated. c c c c c c If the threshold criteria is c c c c c c never met, the trouble c c c c c c ticket status is changed c c c c c c c c c c c c from thre to clos and then c c c c c c deleted from the trouble c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c ticket database. c c c c

3-4 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TABLE 3-1 (Continued) Trouble Ticket Types bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Ticket Typec Descriptionc Statusc Originatorc Other c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c c Dispatchedc an open trouble ticket that c disp c − c The technician c c c has been manually or c c c start date/time: c c c remotely changed to show c c c field is c c c that the trouble ticket has c c c populated. c c c been dispatched to a c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c technician c c c c c c c c c c Jeopardyan open trouble ticket that jeop − The Jeopardy c c c c c c c c has exceeded the repair c c c field is populated c c c time specified for the c c c with something c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc maintained product c c c other than an n . c c Closedc a resolved trouble ticket c clos c − c − c c c c c c c c c Trouble tickets can be c c c c c c manually or remotely c c c c c c closed. Tickets that are c c c c c c automatically generated c c c c c c by Trouble Tracker are c c c c c c only closed by the system. c c c c c c Note: Trouble tickets are c c c c c c prevented from being c c c c c c removed using the c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c INFORMIX command. c c c c

Numberingffffffffffffffffffffffffffffffffffffff Trouble Tickets Trouble tickets are generated either automatically when an alarm is forwarded from the product, or manually when a user enters trouble ticket information at the terminal. Trouble ticket numbers are assigned sequentially and Trouble Tracker assigns a unique trouble ticket number to each unique alarm received. Each time an alarm is received with an identical product name, severity, equipment, and description as an existing trouble ticket, the existing trouble ticket count is incremented by one and no new trouble ticket number is assigned. If the trouble ticket is a Threshold (thre) type, and the threshold criteria are met, the trouble ticket status is changed to open and the same trouble ticket number is used. Even though trouble ticket numbers are assigned sequentially, gaps sometimes occur in the trouble ticket numbers listed in the reports. These gaps consist of trouble ticket numbers assigned to internal Trouble Tracker processes and alarms that never met the threshold criteria.

Working with Trouble Tickets 3-5 Trouble Tracker R1V5 Operations Manual, March 1994

Removingffffffffffffffffffffffffffffffffffffff Trouble Tickets If a trouble ticket was opened in error, the recommended procedure is to update the notes field indicating that the trouble ticket was opened without a valid trouble occurrence, then close the trouble ticket. Refer to "Updating Trouble Tickets" and "Manually Closing Trouble Tickets" in this chapter for more information. A trouble ticket cannot be removed from the active or history trouble ticket database file.

3-6 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994

Addingffffffffffffffffffffffffffffffffffffff Manual Trouble Tickets In addition to the automatic generating of a trouble ticket when a product alarm is received, trouble tracker also provides you with the capability of manually creating a trouble ticket. Manual trouble tickets can be created against any product you have previously defined in Trouble Tracker's Maintained Products database. The uses for manual trouble tickets are widespread. You can use Trouble Tracker as a Trouble Management Center for any type of problem that needs to be recorded, tracked, and/or communicated to others. The Maintained Products database contains entries for all the products that can transmit alarms to Trouble Tracker; additionally, this database also allows customers to add entries for nonalarming products that are to be manually tracked. While the number of entries that can be made for alarming products is limited by the size of the Trouble Tracker application that you purchased, you can add as many manually-tracked product types to the Maintained Products database as you need (limited only by the system storage capacity you selected). To simplify the manual tracking of products that do not generate automatic alarms, Trouble Tracker has created a unique Product Type identifier. See: See the "Maintained Products" section in Chapter 2, "Initializing the Trouble Tracker Database," for further details on defining product types, especially product types that are to be manually tracked. Prerequisite: A Maintained Product must be entered into the database before a manual trouble ticket can be added against that product. Suggestion: To simplify the tracking, routing and reporting of nonalarming products, you can group similar problems under one product name. For example, if you have previously defined product names for various alarm-receiving PBX systems in New Jersey, you can track all the phone problems associated with these PBX systems by entering a single product name into the Trouble Tracker database, such as NJphones with a product type of Mphone. Once a manual trouble ticket is created, it is treated exactly the same as any other ticket created by Trouble Tracker. It can be routed, stored, analyzed, and reported along with, or separated from, the automatically-created trouble tickets generated by Trouble Tracker. The only exception to this is the INADS routing destination which is only set up to accept switch alarm conditions, and does not accept manually-generated trouble tickets.

Working with Trouble Tickets 3-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Manually Opening a Trouble Ticket

1 Select 1. Trouble Tickets from the Main Menu. Screen 3-2 appears. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c c Searches the active database table ** 1: tickets table** ------c c TROUBLE TICKET No: Screen 1 of 2 ------c c Prod Name: Severity: REPAIR TIME(HRS) ROUTING STATUS Alarm ID: Status: Major: Open: c c LDN: Count: Minor: Dispatch: Contact: Warning: Jeopardy: c c Phone: Close: c Address: c Equip Loc: c c Desc: c c Entry Date/Time: Tech Start Date/Time: Target Date/Time: Tech Finish Date/Time: c c Originator: Service Affecting? c Phone: Repair Cost: $ c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbTechnician: Allow Remote Closure? Default: c

SCREEN 3-2 Trouble Ticket Screen 1 of 2

To view the second screen (Screen 3-3), select Screen from the INFORMIX-SQL header. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c c Searches the active database table ** 1: tickets table** ------c c TROUBLE TICKET No: Screen 2 of 2 ------c c Resolution: c c Notes: c c VENDOR INFORMATION NEAR END INFORMATION c c ID: Trunk Group: Trunk Member: Name: Circuit ID: c c Phone: FAR END INFORMATION Contact: Prod Name: c c VENDOR TICKET INFORMATION Equip Loc: Entry Date/Time: Trunk Group: Trunk Member: c c Clos Date/Time: Circuit ID: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 3-3 Trouble Ticket Screen 2 of 2

3-8 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

Note: The Trouble Ticket No. field is an inaccessible key field that is automatically populated with the next available sequential number when the add function is complete. This field can never be changed. Refer to "Manually Closing Trouble Tickets" in this chapter for the correct procedure to close these types of tickets.

2 Select Add and use the following information to populate the screen fields: Prod Name [key field] The name that was entered in the Maintained Products screen when the product was established. If this information was entered previously in the Maintained Products table, then the alarm ID is automatically filled in, along with the address, contact, and repair times. Equipment (optional) Equipment location with the problem, for example Location module/cabinet/carrier/slot/circuit . For auto trouble tickets, this is the near-end information and the near end/far end fields are populated with the appropriate information. Description [key field] Brief description of the trouble. It must be entered when the ticket is opened. Additional details about the trouble can be input to the Notes or Resolution fields. Severity Valid choices for the alarm severity are:

maj for major min for minor wrn for warning

Status [default = open] Valid choices are:

open for newly created tickets disp for open tickets dispatched to a technician clos for tickets that have been resolved thre for tickets that are automatically opened because they have reached predefined alarm conditions

Count [default = 1] The number of times this problem has occurred or been reported. Routing Status Indicates whether or not the ticket has been successfully forwarded to the Routing Destinations for the product when it was open, disp, jeop and/or clos. The field is automatically updated by Trouble Tracker when tickets are routed. The routing status can be:

n not yet tried p pending y yes (all succeeded) f failed (after several retries)

Working with Trouble Tickets 3-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Entry Date/Time This field is automatically populated with the time the add function is performed. This is the ticket entry time; it is used to calculate the Mean Time for Ticket Closure (MTTC) values. Target The date and time that this trouble ticket should be closed. If this ticket Date/Time remains open longer than the date and time entered in these fields, the trouble ticket status is changed to jeop . Originator The login of the person generating the trouble ticket. Phone Number The originator's phone number. Technician The repair person assigned to the trouble ticket. Tech Start The time that a technician was dispatched to begin resolving the Date/Time problem. This field is associated with disp tickets and is automatically populated when the status field is changed to disp . Tech Finish The time that a technician resolved the problem. This field is Date/Time associated with disp tickets and is automatically filled in when a disp ticket is closed. Service Affecting Enter y or n to specify whether or not this trouble ticket problem is affecting the service of the network. Repair Cost (optional) The known or estimated amount it will cost to repair the problem and close the trouble ticket. Remote Closure Originally, this field and Default are populated with the option Allowed? specified in the Maintained Products screen's Remote Closure Allowed? field. This field can be changed from the default on an individual trouble ticket basis. The Remote Closure Allowed? field can be changed on an individual trouble ticket basis. For example, Remote Closure Allowed? y can be changed to n so that a particular trouble ticket can be blocked from a remote closure attempt; or Remote Closure Allowed? n can be changed to y so that a particular trouble ticket can be remotely closed. Resolution A brief explanation of how this trouble ticket was resolved. Notes (optional) Additional comments and status information from INADS. Vendor ID Enter a valid vendor ID. The vendor name, contact, and phone are automatically filled in when a valid vendor ID is entered. The vendor ID is automatically filled in if you enter a near-end trunk number that is found in the Network Connectivity database. Vendor Ticket This field is automatically populated if the ticket is received by another Information Trouble Tracker and if the maintained product has a service contract with AT&T. If the maintained product does not have a service contract with AT&T, manually enter the date and time that the ticket was received and closed by the service vendor. These fields are used to calculate the Mean Time To Repair (MTTR) values. If these fields are left blank, no MTTR values are calculated for this ticket.

3-10 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Near End/Far If this trouble ticket is against an ELL that is specified in the Network End Connectivity table, Trouble Tracker populates these fields with the far- end information specified in the Network Connectivity database file, if any. G2 ELLs are in the universal module format.

3 Press ESC to save the ticket, allow Trouble Tracker to assign the trouble ticket a unique number (displayed in the Trouble Tracker No. field), and route the trouble ticket. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Working with Trouble Tickets 3-11 Trouble Tracker R1V5 Operations Manual, March 1994

Extraffffffffffffffffffffffffffffffffffffff Notes Detail Screen The Extra Notes detail screen associated with the Trouble Ticket screen is used for additional information that is not routed with the trouble ticket.

Procedure: Adding Extra Notes on Ticket

1 Select Detail from the Trouble Ticket screen. The Maintained Products master table switches to the Extra Notes detail table (shown in Screen 3-4). bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: ... Screen Current Master Detail Output Exit c c Selects a detail table of the current table. ** 2: xnotes table** ------c c EXTRA NOTES FOR TICKET No: Screen 1 of 1 c ------c Extra Notes Entry Date/Time: Automatically Entered? n c Extra Notes: c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 3-4 Extra Notes Screen

2 Select Add . Use the following information to populate the screen fields: Extra Notes for [inaccessible] The trouble ticket number associated with extra notes. Ticket No Extra Notes [inaccessible] The date that the extra notes were added. Entry Date/Time Automatically [inaccessible] The n in this field means that this screen was added Entered? manually. Extra Notes Any type of information can be entered in this field. Note that extra notes are not forwarded to any routing destinations, but they are moved to the History database file when the trouble ticket is closed. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

3-12 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994

System-Generatedffffffffffffffffffffffffffffffffffffff Trouble Tickets Most trouble tickets are automatically generated as a result of alarms received by Trouble Tracker. When a maintained product generates an alarm, that product's alarm ID is sent to Trouble Tracker. The source of the information needed to populate the trouble ticket depends on the product associated with this alarm ID. For products that alarm from a Silent Knight transmitter, Trouble Tracker receives only the alarm ID and Silent Knight channel number from that product. The problem description is taken from information specified for the channel in the maintained products database record for the alarming product. For System 85 or DIMENSION, if the G2 Maintenance Module, Visual Maintenance and Administration Panel (VMAAP), or the Maintenance and Administration Panel (MAAP) panel is in maintenance mode, Trouble Tracker may not be able to get detailed alarm information from the switch. If this happens, a trouble ticket is created and forwarded to the specified destinations, but may not contain enough information to diagnose or resolve the problem. In this case, you could use the Manual Alarm Poll utility to call the alarming product when the MAAP panel, VMAAP, or the Maintenance Module is not in use. Refer to to the section on "Manual Alarm Poll" in Chapter 4 for more information. For all other products, Trouble Tracker generates a ticket using the description of the problem from the product along with additional information (such as product address or the trunk group member of the alarming trunk) obtained from the Trouble Tracker database.

Prior to generating a new trouble ticket, Trouble Tracker checks the alarming maintained product, alarm ID, severity, product, and description fields. If all of these fields match an existing ticket with auto or thre status, Trouble Tracker increases the count field by one and no new ticket is created. Otherwise, a new trouble ticket is generated with a unique ticket number. If thresholding is specified for the alarming product, the trouble ticket is checked against the criteria. If the specified thresholds are not met, the ticket goes into the trouble ticket database with a thre status. If the thresholds are met, or if there are no thresholds for this product, the ticket is assigned an open status and the alarm is routed according to the appropriate Alarm Routing Schedule for the alarming product. The Originator field is populated with auto to signify that the trouble ticket was system-generated. Although Trouble Tracker assigns ticket numbers sequentially, there may be gaps in the numbers. Some numbers are reserved for internal system use and tickets that never meet the threshold criteria are assigned a number but are removed from the database when the threshold limit expires. A trouble ticket can be updated, queried, or displayed using INFORMIX-SQL commands or any of the available Trouble Tracker reports. Refer to Chapter 5, "Reports." When the problem is fixed, you can change the trouble ticket status to clos using the procedure explained in the section called "Closing Trouble Tickets," or have the trouble ticket remotely closed as explained in "Remotely Closing Trouble Tickets."

Working with Trouble Tickets 3-13 Trouble Tracker R1V5 Operations Manual, March 1994

Displayingffffffffffffffffffffffffffffffffffffff Trouble Tickets If an open or dispatched trouble ticket status cannot be found in the active trouble ticket database, query the history trouble ticket database, since remotely closed trouble tickets are moved by Trouble Tracker when the status changes to closed. For more information, refer to "Remotely Closing Trouble Tickets" earlier in this chapter.

Procedure: Displaying Trouble Tickets Either history or active trouble tickets can be displayed. Active trouble tickets are those with an open or disp status and are found in the Active Trouble Ticket database file. History trouble tickets are those with a clos status and are found in the History Trouble Ticket database file. Removed trouble tickets cannot be found in any Trouble Tracker database file. 1 Select Trouble Tickets or History Trouble Tickets from the Main Menu. 2 Query the trouble ticket database by: Providing unique trouble ticket information about a particular trouble ticket, such as the unique trouble ticket number Entering an asterisk (* - the wild card character) in a particular field for all of the active or history trouble tickets Entering part of the unique trouble ticket information (such as the maintained product name or description) followed by an asterisk (* - the wild card character) in a particular field for all the active trouble tickets. For example, if the maintained products are named for geographic areas with the name ending in the product type (chic85, chic75, miami85, miami75), then you can Query on chic* for the chicago products, or *85 for the System 85 products. 3 The lowest trouble ticket number is displayed and a message at the bottom of the screen displays the number of trouble tickets (rows) that pertain to the query. 4 Use Next to move through the rows until the appropriate trouble ticket is displayed. 5 Select Screen to display page 2 of the ticket. 6 Select Detail to display the extra notes used for additional information that is not routed with the trouble ticket. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

3-14 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994

Updatingffffffffffffffffffffffffffffffffffffff Trouble Tickets History trouble tickets cannot be updated. Except for populated key fields, any field in an active trouble ticket can be updated. If a key field is populated, an attempt to blank the field out or change the information results in an error. The same information must be entered in the field as it was prior to the update attempt. Certain fields are not accessible because they are automatically populated according to information specified in other Trouble Tracker database files.

Procedure: Updating Trouble Tickets

1 Select Trouble Tickets from the Main Menu. 2 Display the appropriate trouble ticket as described in the "Procedure to Display Trouble Tickets." 3 Update the appropriate information.

4 Press ESC to enter the updated information in the active trouble ticket database file. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Working with Trouble Tickets 3-15 Trouble Tracker R1V5 Operations Manual, March 1994

Remotelyffffffffffffffffffffffffffffffffffffff Dispatched Trouble Tickets In order to receive a dispatched trouble ticket from a remote location (INADS, TTA, or another Trouble Tracker), the product sending the dispatched trouble ticket must be entered in the Maintained Products database file. When a trouble ticket is routed to INADS, TTA, or another Trouble Tracker, they can send back to Trouble Tracker a trouble ticket status of disp to show when the trouble ticket was dispatched to a technician. When the Trouble Tracker trouble ticket with a disp status is received, Trouble Tracker searches the active trouble ticket database for the identical Trouble Tracker trouble ticket number. If the identical trouble ticket is not found, an entry in the error log is made. Otherwise, the trouble ticket status is updated to disp and Trouble Tracker populates the Technician start date/time field with the date and time it received the disp status.

3-16 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994

Remotelyffffffffffffffffffffffffffffffffffffff Closed Trouble Tickets In order to receive a closed trouble ticket from a remote location (INADS, TTA, or another Trouble Tracker), alarm processing must be running and the product sending the closed trouble ticket must be entered in the Maintained Products database file. Trouble Tracker allows open trouble tickets to be remotely closed by INADS, TTA, or another Trouble Tracker. After the trouble ticket has been routed and resolved, the resolver forwards the trouble ticket number, a clos status, and a resolution back to Trouble Tracker. When this information is received, Trouble Tracker searches the active trouble ticket database for the identical Trouble Tracker trouble ticket number. If the identical trouble ticket number is not found, an entry in the error log is made. If the identical trouble ticket number is found, Trouble Tracker updates the Remote Closure Allowed? field to r and appends the Notes field with resolution information received. If remote closure is blocked (the trouble ticket's Remote Closure Allowed? field is n ), the trouble ticket remains open until it is manually closed. Refer to "Closing Trouble Tickets" for this procedure. Otherwise, if remote closure is allowed (the trouble ticket's Remote Closure Allowed? field is y ), the trouble ticket status is changed to clos and the trouble ticket is moved from the active trouble ticket database to the history trouble ticket database file.

Working with Trouble Tickets 3-17 Trouble Tracker R1V5 Operations Manual, March 1994

Systemffffffffffffffffffffffffffffffffffffff Closed Trouble Tickets Any trouble tickets that have been automatically generated by Trouble Tracker for switch problems are also automatically closed by the switch once the problem has been resolved. Exception: Automatically generated closure does not apply to trouble tickets that have been manually entered against switch problems.

3-18 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994

Manuallyffffffffffffffffffffffffffffffffffffff Closing Trouble Tickets Trouble tickets can be closed remotely or manually. For more information, refer to "Remotely Closed Trouble Tickets" earlier in this chapter. If a verbal status report is provided instead of remotely closing a trouble ticket, the verbal status is reported to your Trouble Tracker Administrator/Manager. The status report may concern status of an event or trouble, rather than a specific trouble ticket. When you receive notification that the trouble is corrected, you can close the related trouble ticket(s). Once a trouble ticket status is changed to clos, Trouble Tracker moves the trouble ticket from the active trouble ticket database to the history trouble ticket database. If Remote Closure Allowed? is r and the status is open, then the trouble ticket was blocked from being remotely closed according to the Allow Remote Closure? field of the Maintained Products screen. In these cases, the trouble ticket must be manually closed. Refer to "Maintained Products" in Chapter 2, "Initializing the Trouble Tracker Database," for more information. Before closing a trouble ticket, make sure that the open field for Routing Status is y . An n , p , or f in this field indicates that the trouble ticket was not routed to all Routing Destinations. Refer to "Trouble Tickets Routing Alarms" for more information.

Procedure: Manually Closing Trouble Tickets Ensure that alarm processing is running. Use the Start Alarm Processing utility if necessary. 1 Select Trouble Tickets from the Main Menu. 2 Query the trouble ticket database and display the appropriate trouble ticket as described in the "Procedure to Display Trouble Ticket." 3 Update the trouble ticket status field to clos.

4 Press ESC to close the trouble ticket and move it to the history trouble ticket database file. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Working with Trouble Tickets 3-19 Trouble Tracker R1V5 Operations Manual, March 1994

Routingffffffffffffffffffffffffffffffffffffff Alarm Tickets Trouble tickets are routed according to the criteria specified in the Alarm Routing Schedules and routed according to the following priority:

Open tickets routed to INADS Jeopardy or Dispatched tickets routed to INADS Closed tickets routed to INADS Open tickets routed to other locations Jeopardy or Dispatched tickets routed to other locations Closed tickets routed to other locations

The AT&T TSC commitment to respond and provide status on alarms does not change with installation of Trouble Tracker. Contact your AT&T Service Representative for details. When a trouble ticket is routed to INADS, the INADS system records the Trouble Tracker ticket number in the comments field of the INADS ticket and INADS assigns the ticket a unique INADS number. The TSC is not responsible if Trouble Tracker fails to route trouble conditions to INADS. If Trouble Tracker fails to forward to INADS, call trouble conditions directly into the TSC while the Trouble Tracker system is out of service. Before establishing thresholds, be aware of the impact. Contact the TSC before setting thresholds. Refer to the "Thresholds" section in Chapter 2, "Initializing the Trouble Tracker Database," for more information. Trouble Tracker has the ability to create a trouble ticket if a ticket has failed to route correctly to a specified destination. The conditions for which routing failures should alarm are specified using the System Alarm Strategy option from the System Initialization Menu. The Description field shows which routing destination failed, and the Notes field lists all the trouble tickets that were unable to route because of the failure. A ticket that does not route properly is assigned a routing status of f , and a message is displayed in the Notes field of the ticket, for example: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc routing failed 1/18/92 2245 c

Procedure: Rerouting Trouble Tickets

1 Refer to Chapter 4, "Displays and Utilities," for information about the "Route Now Utility" (manually route a trouble ticket). bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

3-20 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994

Fileffffffffffffffffffffffffffffffffffffff and File System Alarm Tickets Trouble Tracker has the ability to create a trouble ticket if a specified file or file system reaches a specified capacity. The capacity parameters that trigger these alarms are specified using the System Alarm Strategy option on the System Initialization Menu. The Description field shows the name of the affected file or file system and the byte size or percentage that was exceeded. If the Trouble Tracker file system is too full, the problem may be corrected by running a History Archive followed by a System Reconfiguration from the Utilities Menu. These options are explained in Chapter 4, "Displays and Utilities." The System Administrator should determine the action to correct file system problems, especially if other applications are running with Trouble Tracker. When the problem has been corrected, close the file system alarm trouble ticket.

Working with Trouble Tickets 3-21 Trouble Tracker R1V5 Operations Manual, March 1994

Historyffffffffffffffffffffffffffffffffffffff Trouble Tickets Once active trouble tickets are closed, Trouble Tracker moves them to the history trouble ticket database. These tickets can be displayed using the "Procedure to Display Trouble Tickets." The Repair Cost , Resolution , and Notes fields of the History Trouble Ticket can be updated.

Procedure: Updating History Trouble Tickets Use the following procedure to update history trouble tickets: 1 Select Trouble Ticket History from the Main Menu. 2 Query the History Trouble Ticket database file and display the appropriate History Trouble Ticket. 3 Update the Notes , Resolution , and Repair Cost fields as applicable.

4 Press ESC to enter the updated information in the History Trouble Ticket database file. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

3-22 Working with Trouble Tickets Trouble Tracker R1V5 Operations Manual, March 1994

Sampleffffffffffffffffffffffffffffffffffffff Trouble Tickets In addition to informing you of an alarm, some automatically-generated trouble tickets contain information in the trouble ticket Notes field that is useful in diagnosing or correcting the problem. The Notes field also contains a routing history of the ticket. Screens 3-5 and 3-6 show samples of the Trouble Ticket Notes field. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c NOTES: c remote open rec'd from 8333333333 1/21/92 0815+OTT=2010+routed open c 1/21/92 0816+ remote disp rec'd from 823145666 1/2/92 0933+ remote c cls rec'd from 823145666 1/2/92 1015+routed close 1/2/92 1016 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 3-5 Trouble Ticket Notes Field

The Notes field on this ticket explains: Remote Open The ticket was received from a remote Trouble Tracker system with Alarm ID 8333333333. OTT=2010 This is the ticket's reference number on the remote Trouble Tracker system. Routed open The ticket was successfully routed to its specified destinations after it was received on this system. Remote disp A remote system with Alarm ID 823145666 dispatched a technician to resolve the problem. Remote cls A remote system with Alarm ID 823145666 closed the ticket. The closing system may also have updated the resolution field. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c NOTES: c See procedure 620+routed open 1/21/92 1111+no route dest close c 1/21/92 1225+routed close(now) 1/21/92 1420+routed close(now) c 1/21/92 1421 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 3-6 Notes Field on Trouble Ticket

See procedure Procedure 620 should be run to test the alarming equipment. Use the Cut- 620 Through utility to gain access to the switch, and run the procedure. If the ticket was routed to INADS, the AT&T technician may run the appropriate test procedure. Routed Open The ticket was successfully routed to its specified destinations.

Working with Trouble Tickets 3-23 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff No route dest No routing destinations were specified for closed ticket in the alarm routing close schedule, so when the ticket was closed, it did not route to any destinations. Routed The user used the Route Now utility to manually route the closed ticket to close(now) two specific routing destinations. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c DESCRIPTION: c ANL-BD reported an error, problem is on board c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 3-7 Sample Trouble Ticket Description Field

The description field on the ticket shown in Screen 3-7 shows: on board This indicates that a System 75 is reporting a problem on a circuit pack. If the message read: problem is off board this message would indicate the System 75 problem is on a transmission facility rather than a circuit pack.

3-24 Working with Trouble Tickets ffffffffffffffffffffffffffffffffffffffDisplays

Trouble Tracker's Displays feature allows you to quickly scan trouble tickets on your screen for all or selected maintained products. You can also monitor the routing destinations for your trouble tickets. With the options on the Displays menu you can: Partition subsets of your entire maintained products database for easy and efficient monitoring of alarms. Define the routing destinations for trouble tickets to quickly monitor their successful routing to the printer, terminal, or any other destination you have designated. To access the Displays main menu, select the Displays Menu from the Trouble Tracker Main Menu. The following menu is displayed on your screen: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c DISPLAYS MENU c c 1. Predefined Fault Tally Display c 2. Scrolling Fault Display c 3. Split Screen Fault Display c c 4. Fault Tally List Definition c 5. Predefined Routing Status Display c c 6. Split Screen Routing Status Display c 7. Routing Status List Definition c c Use space bar, arrow keys, or type number to make selection. c Enter 'e' to return to previous menu or exit. c Enter carriage return to execute selection: 1 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 4-1 Displays Menu

Use the Scrolling and Split Screen display options to quickly view all the alarm or routing destination status information that is currently in the databases. If you want to focus on status for a particular group of alarms or destinations, use the Definition options to create a subset. To monitor your defined groups, use the Predefined display options. Note: Please note that the above menu is structured for frequency of use while this chapter is arranged for the functionality of the new user. This is because you must define a fault or routing list before you can display it.

Displays 4-1 Trouble Tracker R1V5 Operations Manual, March 1994

Definingffffffffffffffffffffffffffffffffffffff a Fault Tally List Fault Tally Lists are user-defined groups of maintained products. The reason for defining a fault tally list is to make alarm monitoring easier by focusing on a portion of all maintained products contained in the database. The following list provides some examples for defining a fault tally list: to monitor a set of maintained products representing all the main switches to monitor a set of maintained products for a single location to monitor a set of maintained products that are newly provisioned in the database Keep in mind that the purpose of defining a subset list of maintained products is to provide a concentrated focus on alarm monitoring. You can create as many Fault Tally Lists as disk space allows. The Fault Tally Lists option allows you to query, add, update, remove, output, and exit the database.

Procedure: Defining a Fault Tally List

1 Select 4 Fault Tally List Definition from the Displays Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous View Add Update Remove Table ... c Searches the active database table ** 1: faultlist table** c ------c FAULT TALLY DEFINITION LIST: Screen 1 OF 2 c c ------c c LIST NAME: c c PRODUCT NAME: PRODUCT NAME: c PRODUCT NAME: PRODUCT NAME: c PRODUCT NAME: PRODUCT NAME: c PRODUCT NAME: PRODUCT NAME: c PRODUCT NAME: PRODUCT NAME: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 4-2 Fault Tally List Definition Screen

4-2 Displays and Utilities Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

2 Select Add . Use the following information for the screen fields. List Name [key field] This is a unique name of the Fault Tally Display List you are creating. Product Name Up to 10 Maintained Products can be assigned to this Fault Tally List. Be sure to enter the exact name of the Maintained Products. Note: Select Screen to access the second page of the List.

3 Press ESC to add the Fault Tally List to the database. Note: When you query a list name to view the products associated with the list, allow 2 to 3 minutes for the INFORMIX database to populate the screen with the product names. Once a Fault Tally List is created, you can make a change to the product name by updating the current product name to another valid product name. Deleting a product name and leaving that field blank results in an invalid product name error. To delete a product name without replacing it with another or changing the key field, remove the entire Fault Tally List and add a new one with the same name. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Displays 4-3 Trouble Tracker R1V5 Operations Manual, March 1994

Displayingffffffffffffffffffffffffffffffffffffff a Predefined Fault Tally List The Predefined Fault Tally Display shows a summary of open trouble tickets for the maintained products contained in the selected Fault Tally List name. Note: Alarm processing must be active before you can run this display. No more than three Predefined Fault Tally Displays can be active at one time.

Procedure: Defining a Predefined Fault Tally List

1 Select 1 Predefined Fault Tally Display from the Displays Menu. 2 Enter the Fault Tally List name. Note: If you need to check for a Fault Tally List name, access the Fault Tally List Definition menu option and query the database. See the "Procedure to Define a Fault Tally List" in the previous section.

System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Fault Tally Display c NAME MAJ MIN WRN NAME MAJ MIN WRN c c sys851 2 0 0 ttas 0 0 0 c sys75 0 1 1 chic85 0 0 2 c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 4-3 Predefined Fault Tally Display

Name the maintained product name MAJ indicates a ticket for a major alarm MIN indicates a ticket for a minor alarm WRN indicates a ticket for a warning alarm

3 Press DEL then RETURN to exit the Predefined Fault Tally Display. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

4-4 Displays and Utilities Trouble Tracker R1V5 Operations Manual, March 1994

Displayingffffffffffffffffffffffffffffffffffffff Scrolling Faults The Scrolling Fault Display shows a summary of about 20 of the most recently opened trouble tickets as they are entered into the trouble ticket database. The information displayed can also be found in the trouble ticket log.

Procedure: Displaying Scrolling Faults

1 Select 2 Scrolling Fault Display from the Displays Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Scrolling Fault Display c DATE TIME TT NUMBER NAME SEV DESCRIPTION c c ------c 04/02/91 1633 334 chicg2 min tt receiver c 05/05/91 1140 335 sys851 maj d901 c 05/14/91 0945 409 isn min Testing INADS Link c 05/24/91 0233 497 csm maj Controller exited abnormally c 06/03/91 0807 501 moonv6 maj Comn Ctrl DEAD c

c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 4-4 Scrolling Fault Display

Date the date the alarm is received Time the time the alarm is received TT Number the trouble ticket number assigned to the alarm Name the maintained product name for the alarm Sev the severity level of the alarm Description the reason for the alarm

2 Press DEL then RETURN to exit the display. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Displays 4-5 Trouble Tracker R1V5 Operations Manual, March 1994

Displayingffffffffffffffffffffffffffffffffffffff Split Screen Faults The Split Screen Fault Display shows the same information as the Scrolling Fault Display, but the information is sorted by severity. The top display shows major alarms and total outage conditions, while the bottom display shows all other alarms.

Procedure: Displaying Split Screen Faults

1 Select 3 Split Screen Fault Display from the Displays Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Split Screen Fault Display c Major Alarms c DATE TIME TT NUMBER NAME SEV DESCRIPTION c c ------05/05/91 1140 335 sys851 maj d901 c c 05/24/91 0233 497 csm maj controller exited abnormally 06/03/91 0807 501 moonv6 maj comn ctrl DEAD c c c c Non-Major Alarms c DATE TIME TT NUMBER NAME SEV DESCRIPTION c ------c 04/02/91 1633 334 chicg2 min tt receiver c 05/14/91 0945 409 isn min testing INADS link c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 4-5 Split Screen Fault Display

2 Press DEL then RETURN to exit the display. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

4-6 Displays and Utilities Trouble Tracker R1V5 Operations Manual, March 1994

Definingffffffffffffffffffffffffffffffffffffff Routing Destination Status Lists Once a trouble ticket is opened on a maintained product, it is then routed to a destination, or multiple destinations, such as a terminal, printer, and/or beeper. With the Routing Status Destination Lists option you can set up user-defined lists of routing destinations. For example, you may have one list that contains UNIX mail, a terminal, INADS, and a printer as routing destinations while a second list contains ACCUMASTER Integrator, a beeper, and AT&T Mail. This option makes it easier to monitor the status of a particular set of routing destinations. By using the routing destination display options to view status for your defined list, you can quickly perceive any routing difficulties and rectify any problems. Note: For each maintained product, an order of routing destinations is specified for trouble tickets. See the "Alarm Routing Schedules Report" in Chapter 5, "Reports and Chart Preparation," if you want to check the routing destination sequence for a product. Once a destination name is defined for your group of destinations, you can change any destination by updating the current destination name to another valid destination name. Deleting a destination name and leaving that field blank will result in an invalid destination name error. To delete a destination name without replacing it with another or changing the key field, remove the entire Routing Status List Definition and add a new one with the same name. As many Destination status lists as disk space allows can be created.

Procedure: Defining Routing Destination Status Lists

1 Select 7 Routing Status List Definition from the Displays Menu. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Response: c c PERFORM: Query Next Previous View Add Update Remove Table ... c c Searches the active database table ** 1: destlist table** ------c c ROUTING STATUS LIST DESTINATION Screen 1 OF 1 ------c c List Name: c c DESTINATION: DESTINATION: DESTINATION: DESTINATION: c c DESTINATION: DESTINATION: c c DESTINATION: DESTINATION: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbDESTINATION: DESTINATION: c

SCREEN 4-6 Routing Status Destination List Definition Screen

Displays 4-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

2 Select Add . 3 Enter a unique name for the List Name. 4 Enter up to 10 routing destinations on this screen. Note: Query the Routing Destinations screen to determine the valid destination names in the Trouble Tracker database. See Chapter 2, "Initializing the Trouble Tracker Database," for instructions.

5 Press ESC to add the Routing Status List Definition to the database. 6 After you have defined the routing status list destination, you can access the Predefined Routing Status Destination Display screen to monitor that Trouble Tracker is successfully routing trouble tickets to destinations. Details are included in the the next procedure.

7 To return to the Displays menu, press DEL then RETURN . Note: When you query a list name to view the products associated with the list, allow 2 to 3 minutes for the INFORMIX database to populate the screen with the product names. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

4-8 Displays and Utilities Trouble Tracker R1V5 Operations Manual, March 1994

Displayingffffffffffffffffffffffffffffffffffffff Predefined Routing Destination Status Use the Predefined Routing Destination Status Display menu option to monitor any destination groupings you have defined by a list name. The system displays a summary of the most recent routing status for the trouble tickets listed under the list name. With this display you can check for the proper routing of trouble tickets to destinations and if necessary, correct any problems.

Procedure: Displaying Predefined Routing Destination Status

1 Select 5 Predefined Routing Status Display from the Displays Menu. 2 At the prompt, enter the Routing Status Destination List name previously defined in the last procedure. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c Routing Status Destination Tally Display c c c c Routing Dest Routing Routing Queue Queue Dest Status Cause Status Date Time TT Ticket Numbers c c ------LTTY held open pend 5/24 08:05:30 110,111,112,113,114,... c c LTTY held clos pend 5/24 09:45:25 121,124,125,126,127,... LPRIN run rnow pend 5/24 03:33:02 135 c c RPRINT run open pend 5/25 12:11:28 110,111,112,113,114,... c c RPRINT run clos pend 5/25 01:04:45 109,110,113,114,115... Last Update: 5/26/91 10:03:91 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 4-7 Routing Status Destination Display

Routing Dest The routing destination for the trouble ticket. For example, the name of a printer being used to print trouble tickets. Note: Routing destinations are defined using the Routing Status List Definition option from the Display menu. See the procedure described earlier in this chapter. Dest Status The destination status is either run or held.

Run The destination for the routed ticket is currently operating (in other words, a printer destination is currently enabled for print jobs). Held The destination for the routed ticket has been put on hold (for example, a printer destination may be temporarily taken off-line to add paper to the tray or to clear a paper jam).

Displays 4-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Routing Cause This field identifies the reason for the ticket routing.

open A ticket has been opened. clos A ticket has been closed. jeop A ticket has been placed in a jeopardy state. disp A ticket has been dispatched. rnow A ticket has been routed on demand.

Routing Status This is the current status of the routing attempt.

pend The routing is pending. route Routing is in progress. done Routing has completed. failed The routing attempt failed. retry A previous routing attempt retries. killed The routing attempt was canceled.

Queue Date/Time The date and time a routing request arrives at the routing queue. If a group of routing requests are in queue, all of these queued requests will show a queue date and time of the first unrouted request in the queue. For example, if a routing request arrives at the queue on May 14, 11:59 p.m, and subsequent requests arrive shortly after midnight on May 15th, if the first request is still queued, then all requests that arrive at the queue will show May 14, 11:59 p.m. as their queue date and time. Trouble Ticket The list of trouble tickets queued for routing. Numbers Note: If this ticket list is trailed by a "..." it means that there are more tickets queued for routing than the screen can display. Last Update The date and time the screen was last updated. As a default, this display updates every 30 seconds.

3 Press DEL then RETURN to exit the Predefined Routing Status Destination Display and return to the Displays menu. 4 Enter an e (exit) to return to the Trouble Tracker's main menu. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

4-10 Displays and Utilities Trouble Tracker R1V5 Operations Manual, March 1994

Displayingffffffffffffffffffffffffffffffffffffff Split Screen Routing Status The Split Screen Routing Status Display shows current routing information for all destinations divided by run and held status types. This information is also entered into the Trouble Tracker Routing Log (routelog). See Appendix A, "Trouble Tracker Logs," for more details. Note: Field Information contained on this screen display is the same as described for "Predefined Routing Status Destination Display" in the previous procedure.

Procedure: Displaying Split Screen Routing Status

1 Select 6 Split Screen Routing Status Display from the Displays Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c Split Screen Routing Status Display c c c c Running Destinations c c Routing Dest Routing Routing Queue Queue Dest Status Cause Status Date Time Trouble Ticket Numbers c c ------LPRINT run rnow pend 5/24 03:33:02 135 c c RPRINT run open pend 5/25 12:11:28 110,111,112,113,114... RPRINT run clos pend 5/25 01:04:45 109,110,113,114,115... c c c c Held Destinations c c Routing Dest Routing Routing Queue Queue c c Dest Status Cause Status Date Time Trouble Ticket Numbers ------c c LTTY held open pend 5/24 08:05:30 110,111,112,113,114,116 c c LTTY held clos pend 5/24 09:45:25 109,110,113,114,116 Last Update: 5/26/91 10:03:15 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 4-8 Split Screen Routing Status Display

2 Press DEL then RETURN to exit this display and return to the Displays menu. 3 Enter an e (exit) to return to the Trouble Tracker's main menu. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Displays 4-11 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

4-12 Utilities Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffffUtilities

Trouble Tracker's Utilities provide system maintenance functions that allow you to: Back up, archive, and restore information Administer supported products using cut-through access Read system mail Call back a maintained product Start or stop alarm processing Dispatch and close multiple trouble tickets

Select Utilities Menu from the Main Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c UTILITIES MENU c 1. Read Mail 8. Stop Alarm Processing c c 2. Cut-Through 9. Audit Database c 3. Manual Alarm Poll (Call-Back) 10. Reconfigure Database c 4. Full Data Backup 11. Route Now c 5. Archive History 12. Dispatch/Close Multiple c 6. Restore Data From Backups Tickets c 7. Start Alarm Processing c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 4-9 Utilities Menu

Utilities 4-13 Trouble Tracker R1V5 Operations Manual, March 1994

Readingffffffffffffffffffffffffffffffffffffff Mail Read Mail allows you to read and manipulate the electronic mail on your login. When you select this option, a list of your mail messages is displayed. Refer to the mailx command in the UNIX System V User's Reference Manual for more information.

Procedure: Reading Mail

1 Select Read Mail from the Utilities menu. A list of mail message headers is displayed. The next screen is a typical example: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c 1 uucp Tues Aug 11 15:41 5/127 c 2 ttaslogin Tues Aug 11 16:23 c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb? c

2 At the ? prompt, enter the number of the mail item you want to read. After reading the first item press CR to move to the text for the next message. Note: If your mail consist of trouble tickets that are longer than one page, use the | pg command to display the trouble ticket one screen at a time. Refer to the UNIX documentation for more information on the pg command.

3 If you need on-line help, enter ? . 4 When you want to exit the Read Mail utility, enter q . bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

4-14 Utilities Trouble Tracker R1V5 Operations Manual, March 1994

Cuttingffffffffffffffffffffffffffffffffffffff Through The Cut-Through utility provides easy access to supported products for adjunct administration. You can connect to the G3, G1, System 75 switches, G2 and System 85 switches, or DIMENSION FP8s, defined in the Maintained Products database. You can also cut-through to other equipment defined to UUCP (for example, a CSM system, another Trouble Tracker processor, or any type defined in the maintained products database file).

G3, G1, System 75 To access System 75 R1V1, the switch must be equipped with a modem pool card that allows synchronous communication. Note that use of the Cut-Through option for maintenance and administration of System 75 is subject to the terms and conditions of a Maintenance Contract with AT&T. If the Emulator is used, select S75 for the terminal type from the PF_Keys pull-down menu. Otherwise, the System 75 cut-through functions will not be available. The Cut-Through program dials out, connects you to the switch, and puts you at the switch login prompt so that you can log into the switch. Because the log off command will not disconnect you from the switch, enter ∼ . to disconnect from a System 75 R1V1 or R1V2 switch.

G2, System 85, and DIMENSION FP8 To access DIMENSION FP8s, the devices file must include a 300-baud outgoing port. System 85s and G2s require a 1200-baud outgoing port. Refer to the "Enabling the Ports" procedure in the appropriate processor section of the Trouble Tracker Installation Manual and the "Procedure to Configure a Port" in Chapter 2 of this manual, "Initializing the Trouble Tracker Database," to configure a 300-baud outgoing port.

VMAAP If VMAAP is coresident with Trouble Tracker on a 3B2 processor and is defined in the Trouble Tracker profile, cut-through access to VMAAP is provided when you enter a G2, System 85, or DIMENSION FP8 maintained product name. See Appendix C, "Cut-Through Environment Variables," in the Trouble Tracker Installation Manual for more information on defining the Trouble Tracker user's .profile. The VMAAP database is not needed to run VMAAP using Trouble Tracker's Cut-Through option, provided the switch that is accessed has been initialized as a maintained product. If the VMAAP database is not present when VMAAP is invoked, Trouble Tracker will create a simulated database file to satisfy VMAAP's internal check.

GENERIC 2 MAINTENANCE MODULE If VMAAP is not coresident with Trouble Tracker on a 3B2 processor, or if Trouble Tracker is running on a 6386 or NCR processor, cut-through access to G2, System 85, and DIMENSION FP8 switches is provided by the G2 Maintenance Module. The Maintenance Module can be run either with or without DEFINITY Manager III as a coresident application. If Manager III is not coresident with Trouble Tracker, the Maintenance Module must be defined in the Trouble Tracker user's .profile. Without a coresident Manager III, the Maintenance Module provides basic cut-through access to the switch, equivalent to Manager III's Basic Mode.

Utilities 4-15 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff If Manager III is coresident with Trouble Tracker, set your environment variable to the directory containing the Switch Support Base (SSB) files that come with Manager III. This will give you the equivalent of Manager III's Enhanced Mode for your G2 switch(es). The Maintenance Module must be activated by the AT&T TSC. After initializing Trouble Tracker, call the TSC at 1 800 548-8861 to have the Maintenance Module activated. You cannot use this utility unless it is activated by the TSC. You must also modify your .profile to run the shell script, procmode.sh. See Appendix C, "Cut-Through Environment Variables," in the Trouble Tracker Installation Manual for this procedure. Listed below are some of the features of the Maintenance Module as it works on a stand-alone Trouble Tracker application: The Maintenance Module processes only numerical data. Therefore, you must enter the numerical codes associated with the character data rather than the characters themselves (for example, in the Name procedure 012, you must enter numeric encodes instead of letters for the name). The Maintenance Module does not have field labels, nor does it display encode meanings. You can schedule Maintenance Module run files using the UNIX at command. The Maintenance Module does not accept universal equipment location specifications. To get more information about procedures, use the flip charts that accompany your switch's MAAP.

NonPBX Products To use the Cut-Through option to access a nonPBX product (such as an AP16, the AUDIX voice messaging system, or another 3B2), the product must be defined to UUCP. If the product is also defined in the Maintained Products database, the UUCP product name does not have to be different as long as the information on how to connect in the systems file is contained in the UUCP directory. Note: NonPBX products or products not defined in the Maintained Products database must be defined to UUCP. On the 3B2 processor, use the system administration command, sysadm packagemgmt uucpmgmt systemmgmt, to define the product. On the 386 and NCR processors, use vi or ed to add the product to the file /usr/lib/uucp/Systems in the form of system-name time type class phone login . For more information about defining a product to establish a communication link to a remote machine, refer to "Systems File" in the "Basic Networking" section of the 386 UNIX System V Release 3.1 Operations/System Administration Guide.

4-16 Utilities Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure(s): Cutting Through

1 Select Cut-Through . 2 Enter the name defined to Trouble Tracker in the Maintained Products database file or UUCP at the prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter Product Name c

Trouble Tracker dials the product for you. Make sure that the maintained product and the UUCP product names are different. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Utilities 4-17 Trouble Tracker R1V5 Operations Manual, March 1994

Pollingffffffffffffffffffffffffffffffffffffff Manual Alarms (Call-Back) Note: This utility is available for G2 and all System 85 R2 switches. Manual Alarm Poll provides the capability to call back a maintained product on demand. For example, if you notice that Trouble Tracker has received incomplete alarm information on a product, it is possible that the MAAP or VMAAP was in maintenance mode when the alarm was sent. To diagnose the problem, use the Manual Alarm Poll utility to retrieve more information from the product.

Procedure: Manually Poll Alarms

1 Select Manual Alarm Poll (Call-Back) from the Utilities menu.

2 Enter the name of the maintained product you want to call back, and press RETURN . Whenbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb the call is completed, the following message is displayed: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbcallback complete c

3 Enter another name, or press DEL to exit from the screen. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

4-18 Utilities Trouble Tracker R1V5 Operations Manual, March 1994

Backingffffffffffffffffffffffffffffffffffffff Up Full Data The Full Data Backup utility copies all system initialization data, including information about: Maintained products Routing destinations Port configurations Thresholding Trunks Network connectivity The Full Data Backup also copies the history trouble ticket database and all active trouble tickets. A Full Data Backup does not reduce the maximum file size of the database. You do not need to stop alarm processing to run a Full Data Backup. If you need to reload your Trouble Tracker, the Full Data Backup media is used to restore your database files. This utility can be run with Trouble Tracker up and receiving alarms. Run a Full Data Backup: Immediately after initialization Whenever the configuration is modified or data initialized Before changing or upgrading the Trouble Tracker software You should also establish a regular schedule for performing Full Data Backups. The best way to determine how often to schedule this utility is to ask how much data you would be willing to lose if the system had a problem requiring a reload from the backup. A trouble ticket will be generated if a Full Data Backup is not performed within the time specified in the System Alarm Strategy.

Procedure: Full Data Backup

1 Label a blank, formatted diskette or a blank cartridge tape (depending on the medium you want to use for the backup) with the date and time of the backup. 2 Select Full Data Backup from the Utilities menu. 3 Enter the appropriate name of the backup device at the following prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbDevice Name c

Note: For the 6386E/33 processor, specify c0s0 for the cartridge tape or f03ht for the 1.44 MB diskette. For the 6386SX/EL, specify f03ht for the 1.44 MB diskette. For the NCR processors, specify f03ht for the 1.44 MB diskette, or c0s0 for the cartridge tape.

Utilities 4-19 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

4 Insert the appropriate medium into the drive. When the medium is properly mounted, press RETURN . If you insert a cartridge tape, wait until the retensioning run finishes before pressing RETURN . If there is a problem with the tape or diskette, you are prompted again to insert the tape or diskette into the correct device. 5 When the full data backup is complete, remove the media from the drive and protect it. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

4-20 Utilities Trouble Tracker R1V5 Operations Manual, March 1994

Archivingffffffffffffffffffffffffffffffffffffff History The Archive History utility copies the history trouble ticket database and associated extra notes to your selected device (for example, diskettes or cartridge tapes) and removes the information from the database. History trouble tickets must be at least three days old to be archived. The Archive History utility is run primarily to save disk space on the processor. It should be run at least every 30 days. A trouble ticket will be generated if an Archive History is not performed within the time specified in System Alarm Strategy.

Procedure: Archiving the History Database File

1 Label a blank, formatted diskette or a blank cartridge tape (depending on the medium you want to use for the backup) with the dates for which data is being archived, and the date and time of the run. 2 Select Archive History from the Utilities menu. 3 Enter the Archive date as mm/dd/yy . Note: This date must be at least three days in the past. All tickets up to and including the date entered will be archived.

4 Enter the name of the backup device at the following prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbDevice Name c

Note: For the 6386E/33 processor, specify c0s0 for the cartridge tape or f03ht for the 1.44 MB diskette. For the 6386SX/EL processor, specify f03ht for the 1.44 MB diskette. For the NCR processors, specify f03ht for the 1.44 MB diskette, or c0s0 for the cartridge tape. 5 Insert the diskette or cartridge tape into the drive. After it is properly mounted press RETURN . If you insert a cartridge tape, wait until the retensioning run finishes before you press RETURN . 6 When archiving completes, remove the media from the drive and write protect it. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Utilities 4-21 Trouble Tracker R1V5 Operations Manual, March 1994

Restoringffffffffffffffffffffffffffffffffffffff Data from Backup The Restore Data From Backups option reloads data from the Full Data Backup or the Archive History utility to the Trouble Tracker database. Use this option if Trouble Tracker is moved from one processor to another. Caution: The data from the Restore Data From Backup utility overwrites the existing initialization data and trouble ticket database when you restore data from a Full Data Backup. Run this process only if you are sure that you want to replace the existing data. If you choose to restore data from the Archive History utility, however, the existing tickets in the history database will not be overwritten.

Procedure: Restoring Data from Backup

1 Select Stop Alarm Processing from the Utilities Menu to bring the Trouble Tracker system down. 2 Select e to return to the Utilities menu. 3 Next, select Restore Data From Backup from the Utilities Menu. The following message isbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb displayed followed by a list of available devices: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbSelect a backup device c

4 Enter the name of the backup device at the prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbDevice Name c

Note: For the 6386E/33 processor, specify c0s0 for the cartridge tape or f03ht for the 1.44 MB diskette. For the 6386SX/EL processor, specify f03ht for the 1.44 MB diskette. For the NCR processors, specify f03ht for the 1.44 MB diskette, or c0s0 for the cartridge tape. 5 Insert the diskette or cartridge tape into the drive. After it is properly mounted press RETURN . If you insert a cartridge tape, wait until the retensioning run finishes before you press RETURN . 6 When the data has finished loading, remove the diskette or tape from the drive.

4-22 Utilities Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

7 Press e to return to the Utilities menu. 8 To bring Trouble Tracker up again, select Start Alarm Processing from the Utilities Menu. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Utilities 4-23 Trouble Tracker R1V5 Operations Manual, March 1994

Starting/Stoppingffffffffffffffffffffffffffffffffffffff Alarm Processing These two utilities allow you to bring the Trouble Tracker system up or down. Start Alarm Processing appears in both the Initialization Menu and the Utilities Menu. After completing the initialization tasks described in Chapter 2, initiate the alarm process using Start Alarm Processing. When the alarm process starts, Trouble Tracker runs an audit to check file references and internal processes. If the system finds any of the following, an error or warning message is displayed. Any inconsistencies in the database Port configuration errors Trouble Tracker serial number (TT ID/ttas product alarm ID) is incorrect (call the TSC at 1 800 548-8861) Trouble Tracker was not activated by the TSC (contact the TSC to have Trouble Tracker activated) Maximum number of supported alarming products has been exceeded (contact the TSC) Check the message in Appendix C, "Error Messages," for a description of the error and a suggested resolution. Stop Alarm Processing brings the system down. Use this utility with care. Alarms from maintained products are not received while the system is down.

Procedure: Starting/Stopping Alarm Processing

1 When you are ready to start alarm processing, enter Start Alarm Processing from the Utilities menu. Alarm processing can be started automatically when the system is booted; refer to "Start Alarm Processing" in Chapter 2, "Initializing the Trouble Tracker Database," for more information. If Trouble Tracker alarm processing is being started for the first time (from an upgrade or bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbinitial installation), the following message should be displayed: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbrouter: Initialization complete (cold) c

This message is also displayed when alarm processing is started after Trouble Tracker crashes. In this case, trouble tickets that were not routed to all the destinations before the crash will be routed again. This may mean that trouble tickets will be routed to destinations that have already received the information.

4-24 Utilities Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff If Trouble Tracker alarm processing was stopped using the Stop Alarm Processing utility, the following message is displayed when alarm processing is started again: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbrouter: Initialization complete (warm) c

In this case, only the routing requests that were not sent prior to stopping alarm processing will be sent. 2 Select Stop Alarm Processing from the Utilities Menu to stop alarm processing. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Utilities 4-25 Trouble Tracker R1V5 Operations Manual, March 1994

Auditingffffffffffffffffffffffffffffffffffffff the Database Audit Database runs the same audit that is normally run when alarm processing starts. In addition to checking the structure of the database for inconsistencies or data corruption, the audit: Checks network connectivity IDs to be sure specified connections are valid Verifies that all specified routing destinations are valid Checks that there are no unresolved trouble tickets against nonexistent products If any inconsistencies are found, a warning message appears.

Procedure: Auditing Database Files

1 Select Audit Database from the Utilities Menu. The following screen is similar to the one displayed on your monitor: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c The database is structurally sound. c 12/27/91 1145 dbaudit: Unused schedule(s) `print' c 12/27/91 1145 dbaudit: Unused schedule(s) `inads' c c 12/27/91 1145 dbaudit: Unused schedule(s) `track' c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbDatabase Audit Complete. c

SCREEN 4-10 Audit the Database Files

2 Press RETURN to go back to the Utilities Menu. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

4-26 Utilities Trouble Tracker R1V5 Operations Manual, March 1994

Reconfiguringffffffffffffffffffffffffffffffffffffff the Database Use the Reconfigure Database utility only if the UNIX file system is low on space or if disk space will be permanently freed for other use. For example, if archiving the history database files on a monthly basis is changed to a weekly basis, running the Archive History utility will permanently free a large portion of the disk space. Reconfiguring the database after every history archive temporarily frees disk space, but as the history database file grows, about the same amount of disk space is used by the time the next history archive is performed, therefore disk space is not permanently freed for other use. Before reconfiguring the database, run Archive History to remove the history trouble tickets and associated Extra Notes screens, allowing the maximum disk space to be available for reconfiguration. Reconfigure Database returns the space deleted from the History Database to the UNIX file system.

Procedure: Reconfiguring Database Files

1 Log in to the Trouble Tracker administration login as ttas . 2 Select Reconfigure Database from the Utilities Menu. A warning message is displayed explaining that Trouble Tracker will be brought down, then up again, during the reconfiguration process. 3 Enter y to continue. If any other character is entered, the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbPress return to continue c

When the following message is displayed, the reconfiguration is complete: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbSuccessful Reconfiguration: nn blocks freed! c

bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Utilities 4-27 Trouble Tracker R1V5 Operations Manual, March 1994

Routingffffffffffffffffffffffffffffffffffffff Now The Route Now utility is used to route a single trouble ticket (history or active) to a specified routing destination or multiple trouble tickets to a specified routing destination. Use this utility to reroute an open, dispatch, or jeopardy trouble ticket that has failed to successfully route to a single routing destination, or route a trouble ticket to a routing destination that is not specified in the Routing Destinations of the Routing Schedule table for the Maintained Product. Route Now will not route closed trouble tickets to INADS, TTA, or another Trouble Tracker. Jeopardy trouble tickets are routed as open with the jeopardy field y.

Procedure: Routing a Single Trouble Ticket To route a trouble ticket, use the follow procedure: 1 Select Route Now from the Utilities Menu. 2 Enter c to continue. 3 Enter the Trouble Tracker trouble ticket number. 4 Enter the routing destination. After Trouble Tracker validates the trouble ticket number and routing destination, the trouble ticket is routed. Trouble Tracker updates the notes field on the trouble ticket to indicate the route date and time. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Procedure: Routing Multiple Trouble Tickets The Route Now utility can be accessed directly from the UNIX shell to route more than one specified trouble ticket to a destination. 1 Enter !sh at the Main Menu or one of the submenu levels. 2 Create a file containing a list of the ticket numbers to be sent and their destinations, one under the other. For example, to route trouble tickets 12345, 12346, and 12347 to the routing destination MAIL1, the file would look like that shown in the next screen: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c 12345 c MAIL1 c 12346 c MAIL1 c c 12347 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbMAIL1 c

SCREEN 4-11 Route Trouble Tickets to Routing Destination MAIL1

4-28 Utilities Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

3 Enter rtenow -v < filein > fileout Where: filein is the name of the file you created, and fileout is the name you assign to a file Trouble Tracker will create. End this command line with an ampersand (&) to run the Route Now process in the background. 4 Trouble Tracker routes the tickets listed in filein, and lists the tickets that were routed in fileout. It also updates the notes field of the routed tickets to indicate the route date and time. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Utilities 4-29 Trouble Tracker R1V5 Operations Manual, March 1994

Dispatching/Closingffffffffffffffffffffffffffffffffffffff Multiple Tickets The Dispatch/Close Multiple Tickets option allows you to dispatch or close batches of tickets for a particular product. In addition to changing the status field of a ticket to either close or dispatch, this option also allows you to update other ticket information fields, for example, ticket resolution, repair cost, descriptive notes, and if service has been affected. The procedure contained in this section describes how to view the trouble ticket summary list and detail screens, as well as how to update the status of trouble tickets. See: Chapter 3, "Working with Trouble Tickets," for procedures that also describe how to display, update, and close individual trouble tickets. Note: Keep in mind when you are updating multiple trouble tickets that the field changes you are entering apply to all the tickets in your batch.

Procedure: Dispatching/Routing Multiple Tickets

1 Select Dispatch/Close Multiple Tickets from the Utilities Menu. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter a product name (Press ~~to exit): c~~

2 Enter the product name and press RETURN . System Response: A summary list of all the trouble tickets for your selected product is displayed. The next screen shows a sample list. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Ticket No. Severity Status Count Entry Date Entry Time c c 42 maj disp 1 01/20/92 1811 43 min disp 8 01/19/92 0945 c c 44 maj open 7 01/18/92 1506 45 maj disp 6 01/18/92 1155 c c 46 min open 5 01/17/92 1155 c c 47 min open 4 01/16/92 1631 Total Number of Trouble Tickets selected: 6 c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter a ticket number for more details, Press to continue: c

SCREEN 4-12 Trouble Ticket Summary List

4-30 Utilities Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Ticket No. The number that identifies the problem in the Trouble Tracker database. Severity Valid ticket (problem) severities are:

maj for major min for minor wrn for warning

Status Valid status types are:

open for opened clos for closed disp for dispatched

Count The number of times the problem described in the trouble ticket has occurred or been reported Entry Date/Time The date and time the trouble ticket was opened 3 To see the details for a particular ticket, enter the ticket number. The next screen shows a sample of this screen. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Trouble Ticket No.: 44 c c Prod Name: moonunit2 Severity: min Entry Date/Time: 12/25/91 1811 c Originator: auto Status: disp Start Date/Time: 01/10/92 1408 c Technician: abci Count: 1 Service Affect?: n c Equip Loc: 0/0/0/32i Repair Cost: c Description: diagnostic processor/remote interface c c Resolution: c Notes: c no route dest open 12/20/91 1811+ no route dest jeop 12/21/91 1211+ no route c c dest disp 1/10/92 1408+ c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter a ticket number for more details, Press to update: c

SCREEN 4-13 Trouble Ticket Detail Screen Sample

See: "Adding Manual Trouble Tickets" in Chapter 3, "Working with Trouble Tickets," for field definitions.

Utilities 4-31 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

4 Press RETURN to update trouble tickets. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter ticket number(s) you want to update, Press to continue. c

Note: To update all tickets, enter a . (period). To update a batch of selections, enter the ticket numbers separated by commas.

5 Enter your ticket selections. Update Notes:

Press RETURN to skip an update field. Enter ? for help on a particular update field. Enter a . (period) to abort your update changes.

System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbStatus (disp, clos) c

6 Enter either disp to dispatch the trouble ticket to a technician for repairs or clos to close a resolved trouble ticket. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbResolution? c

7 Enter a brief explanation of how this trouble ticket was resolved or skip this field to retain the current resolution. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbNotes: c

8 Enter any additional comments about the trouble ticket. New comments are appended to any existing notes. To retain current comments skip this field. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbService Affecting? (y,n): c

4-32 Utilities Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

9 Enter a y or n to specify if the problem described in the trouble ticket affects network service. System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbRepair Cost $ c

Enter the known or estimated amount that the problem described in the trouble ticket will cost to repair. Do not enter a $ sign. Skip this field to retain the current information. System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbTechnician Finish Date: c

System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbPress to update ticket(s) with new values, ~~to abort: c~~

If you pressed RETURN to update your tickets, you should see the following message: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbThe database was successfully updated. c

System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter ticket number(s) you want to update, Press to continue. c

10 If you have more tickets to update, repeat this procedure from Step 5.

11 If you want to update trouble tickets for another product, press RETURN and repeat this procedure from Step 2.

12 To exit this procedure and return to the Utilities menu, press DEL . 13 To return to Trouble Tracker's main menu, enter e (exit). bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Utilities 4-33 ffffffffffffffffffffffffffffffffffffffReports

Once the database has been initialized and populated with data, and the system is brought up by selecting Start Alarm Processing, Trouble Tracker proceeds to receive and forward alarms to the destinations that were specified in the routing tables. To track the activity of the network, select any of the standard reports Trouble Tracker offers. Trouble Tracker also enables you to transfer data to a PC to graphically display trouble ticket trending and repair results in pie and bar charts. The data provided by Trouble Tracker is taken from the maintained products, open, and history database files and is downloaded to a PC in a text (ASCII format) file or Lotus 1-2-3 Spreadsheet Version 2.0 (binary format) file. Once the data is downloaded to a PC, use a spreadsheet software compatible to Lotus 1-2-3 Version 2.0 (for example, EXCEL) and an AT&T Model 479 graphics printer to manipulate the data and print the results. Only open, disp, and clos trouble tickets are included in the reports. Threshold tickets are not included in any report. Select 2. Reports Menu from the Main Menu. The menu shown in Screen 5-1 appears. Detail reports contain specific, detailed information about recent system activity. Summary reports contain an overview of system activity. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c REPORTS MENU c 1. Open Trouble Tickets - Detail 15. Vendors c c 2. Open Trouble Tickets - Summary 16. Vendor Service Schedules c 3. Jeop Trouble Tickets - Detail 17. Vendor Holiday Schedules c 4. Jeop Trouble Tickets - Summary 18. Mean Time to Repair (MTTR) c 5. History Trouble Tickets - Detail 19. MTTR with Connectivity c 6. History Trouble Tickets - Summary 20. Mean Time Between Alarms (MTBA) c 7. Maintained Products - Detail 21. MTBA with Connectivity c 8. Maintained Products - Summary 22. Mean Time For Ticket Clo (MTTC) c c 9. Alarm Routing Schedules 23. MTTC with Connectivity 10. Routing Destinations 24. MTTC/MTTR/MTBA - Summary c c 11. Thresholds 12. Port Configuration c c 13. Network Connectivity c 14. Trunk Information - Summary c c Use the spacebar, arrow keys, or type number to make selection. c Enter "e" to return to previous menu or exit. c Enter carriage return to execute selection: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-1 Reports Menu

Reports 5-1 Trouble Tracker R1V5 Operations Manual, March 1994

Procedure:ffffffffffffffffffffffffffffffffffffff Using the Report Utility

1 Select a report from the Reports Menu. 2 All of the reports ask for an output destination. Enter t to display the report on the terminal screen. Enter p to print the report on the default line printer defined in the installation procedure, "Line Printer Administration," in the Trouble Tracker Installation Manual. Enter f to output the report to a file. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbSystem Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter a file name (full path) c

Enter the full path and file name to which the report is to be written. If the file already exists, the new report output overwrites the existing file.

Press DEL to return to the Main Menu.

Press RETURN to print the report to the terminal screen. 3 Depending on the report, additional prompts ask for criteria on which to base the report. Press RETURN to include all the information in the report, enter information using a wildcard, or enter the specific information. 4 The program begins printing the report after the last prompt is answered.

5-2 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Openffffffffffffffffffffffffffffffffffffff Trouble Tickets Detail Report The Open Trouble Tickets Detail Report shows a detailed report of unresolved trouble tickets that have been generated automatically or manually. The Open Trouble Tickets Detail Report lists: Trouble ticket number, severity level, status (open or auto), and count Product information such as product name, alarm ID, contact name, and phone (if this optional information was entered into the maintained products database) Information specific to this ticket, such as entry date and time, target date and time, originator, technician assigned, routing status, description, and notes The routing status can be n (not yet tried), p (pending), y (yes, all succeeded), or f (failed after several retries). Screen 5-2 shows a sample Open Trouble Tickets Detail Report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c OPEN TROUBLE TICKETS REPORT c c ------c TROUBLE TICKET No: 0000000001 c ------c c Prod Name: sys85 Severity: maj REPAIR TIME(HRS) ROUTING STATUS Alarm ID: 0234567890 Status: open Major: 4 Open: y c c LDN: Count: 1 Minor: 24 Dispatch: n Contact: Joe Technician Warning: 24 Jeopardy: n c c Phone: 555-1234 Close: n Address: 1233 New Road c c Equip Loc: Desc: tie trunk c c c c Entry Date/Time: 02/28/91 1400 Tech Start Date/Time: Target Date/Time: 03/01/91 1600 Tech Finish Date/Time: c c Originator: abc Service Affecting? y Phone: 555-1469 Repair Cost: $ 25.00 c c Technician: Rick Tech Allow Remote Closure? y Default: y c c Resolution: Notes: c c routed open 01/28/91 1401 VENDOR INFORMATION NEAR END INFORMATION c c ID: att Trk Grp: 25 Trk Member: 1 c c Name: AT&T Circ ID: att2523 Phone: 555-2561 FAR END INFORMATION c c Contact: S. Smith Prod Name: sys75 VENDOR TICKET INFORMATION Equip Loc: A1023 c c Entry Date/Time: Trk Group: 23 Trk Member: 1 c c Clos Date/Time: Circ ID: att599 Total Open Trouble Tickets: 1 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-2 Open Trouble Tickets Detail Report

Reports 5-3 Trouble Tracker R1V5 Operations Manual, March 1994

Openffffffffffffffffffffffffffffffffffffff Trouble Tickets Summary Report The Open Trouble Tickets Summary Report shows a summary report of unresolved trouble tickets that have been generated automatically or manually. The Open Trouble Tickets Summary Report provides the total number of open trouble tickets in the system. This report lists: Trouble ticket number Date and time the ticket was entered (either automatically or by a user) Jeopardy Severity level Technician Product name The routing status can be one of the following: n (not yet tried), p (pending), y (yes, all succeeded), or f (failed after several retries).

Screen 5-3 shows a sample Open Trouble Tickets Summary Report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c OPEN TROUBLE TICKETS REPORT c Trouble c Ticket c c Number Date/Time Entered Jpdy Sev Stat Technician Product Name c c ------c 0000000001 09/08/1991 1129 no maj open ny85 c 0000000002 09/20/1991 1116 no maj open ny85 c c 0000000003 09/20/1991 1118 no min open ny85 c

c Total Open Trouble Tickets: 3 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-3 Open Trouble Tickets Summary Report

5-4 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Jeopardyffffffffffffffffffffffffffffffffffffff Trouble Tickets Detail Report This report provides a detailed list of trouble tickets that have not been resolved within the amount of time specified in the maintained products database file (repair times fields) for the severity level of the ticket. The Jeopardy Trouble Tickets Detail Report includes the same information that is found in the open trouble ticket report, but for tickets with a jeopardy condition. The report lists: Trouble ticket number, severity level, status, and count Product information such as product name, alarm ID, contact name, and phone (if this optional information was entered in the maintained products database) Information specific to this ticket, such as entry date and time, target date and time, originator, technician assigned, routing status, description, and notes. The routing status can be n (not yet tried), p (pending), y (yes, all succeeded), or f (failed after several retries). A sample Jeopardy Trouble Tickets Detail Report is shown in Screen 5-4. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c JEOPARDY TROUBLE TICKETS REPORT c ------c c TROUBLE TICKET No: 0000000002 c c ------Prod Name: chic85 Severity: min REPAIR TIME(HRS) ROUTING STATUS c c Alarm ID: 0008012269 Status: open Major: 4 Open: y LDN: Count: 2 Minor: 24 Dispatch: n c c Contact: Rick Tech Warning: 24 Jeopardy: y Phone: 555-555-6411 Close: n c c Address: 64 School Rd. Clark, IL 55555 Equip Loc: 0/1/3/18/1 c c Desc: 72 series (mfet) port c c Entry Date/Time: 11/19/1991 Tech Start Date/Time: Target Date/Time: 11/20/1991 Tech Finish Date/Time: c c Originator: auto Service Affecting? Phone: Repair Cost: $ c c Technician: Allow Remote Closure? y Default: y c c Resolution: Notes: c c minor alarm reported by switch+See procedure 620+routed 11/19/91 1312 VENDOR INFORMATION NEAR END INFORMATION c c ID: att Trunk Group: 25 Trunk Member: 1 Name: AT&T Circuit ID: att2525 c c Phone: 555-8765 FAR END INFORMATION c c Contact: S. Smith Prod Name: chic85 VENDOR TICKET INFORMATION Equip Loc: A1023 c c Entry Date/Time: Trunk Group: 23 Trunk Member: 1 Clos Date/Time: Circuit ID: att599 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbTotal Jeopardy Trouble Tickets: 1 c

SCREEN 5-4 Jeopardy Trouble Tickets Detail Report

Reports 5-5 Trouble Tracker R1V5 Operations Manual, March 1994

Jeopardyffffffffffffffffffffffffffffffffffffff Trouble Tickets Summary Report This report provides a summary list of trouble tickets that have not been resolved within the amount of time specified in the maintained products database file (repair times fields) for the severity level of the ticket. The Jeopardy Trouble Tickets Summary Report lists: Trouble ticket number Date and time the trouble ticket was entered Severity level Status of the trouble ticket The technician assigned to the ticket The product name The total number of jeopardy trouble tickets Screen 5-5 shows a sample of the Jeopardy Trouble Tickets Summary Report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c JEOPARDY TROUBLE TICKETS REPORT c Trouble c c Ticket c Number Date/Time Entered Sev Stat Technician Product Name c ------c 0012345600 11/20/91 1433 min open ny85 c c 0012345234 11/21/91 2005 min open ny75 c

c Total Jeopardy Trouble Tickets: 2 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-5 Jeopardy Trouble Tickets Summary Report

5-6 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Historyffffffffffffffffffffffffffffffffffffff Trouble Tickets Detail Report This report provides a detailed list of the history trouble tickets. The History Trouble Tickets Detail Report lists: Trouble ticket number Severity level of the alarm Status (in this case, clos) The count, or the number of times the problem was seen Information about the product, such as product name and release, alarm ID, and contact name and address (if this optional information was entered into the database) The entry date and time and the date the trouble ticket was closed A sample History Trouble Tickets Detail Report is shown in Screen 5-6. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c HISTORY TROUBLE TICKETS REPORT c ------c TROUBLE TICKET No: 0000000001 c c ------c Prod Name: sys85 Severity: maj REPAIR TIME(HRS) ROUTING STATUS c Alarm ID: 0234567890 Status: clos Major: 4 Open: y c LDN: Count: 1 Minor: 24 Dispatch: y c Contact: Joe Technician Warning: 24 Jeopardy: n c Phone: 555-1234 Close: y c Address: 1233 New Road c Equip Loc: c c Desc: tie trunk c Entry Date/Time: 02/28/91 1400 Tech Start Date/Time: 02/28/91 1700 c c Target Date/Time: 03/01/91 1600 Tech Finish Date/Time: 03/01/91 0900 c Closed Date/Time: 03/01/91 0902 c Originator: abc Service Affecting? y c Phone: 555-1469 Repair Cost: $ 25.00 c Technician: Rick Tech Allow Remote Closure? y Default: y c Resolution: c The problem was resolved. c Notes: c routed open 01/28/91 1401+routed clos 03/01/91 0901 c VENDOR INFORMATION NEAR END INFORMATION c ID: att Trunk Group: 25 Trunk Member: 1 c c Name: AT&T Circuit ID: att2523 c Phone: 555-2561 FAR END INFORMATION c Contact: S. Smith Prod Name: sys75 c VENDOR TICKET INFORMATION Equip Loc: A1023 c Entry Date/Time: 02/28/91 1405 Trunk Group: 23 Trunk Member: 1 c Clos Date/Time: 03/01/91 0901 Circuit ID: att599 c

c Total History Trouble Tickets: 1 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-6 History Trouble Tickets Detail Report

Reports 5-7 Trouble Tracker R1V5 Operations Manual, March 1994

Historyffffffffffffffffffffffffffffffffffffff Trouble Tickets Summary Report This report provides a summary list of the history trouble tickets. The History Trouble Tickets Summary Report lists: Trouble ticket number Date and time the trouble ticket was entered Date and time the trouble ticket was closed The technician referred to The product name Screen 5-7 shows a sample of the History Trouble Tickets Summary Report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c HISTORY TROUBLE TICKETS REPORT c Trouble c c Ticket Date/Time Date/Time c Number Entered Closed Technician Product Name c ------c 23232455 09/22/91 1250 09/22/91 1420 Lee Wiley ny85 c c 23278475 09/23/91 0920 09/23/91 1225 Joe Pass nj75 c

c Total History Trouble Tickets: 2 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-7 History Trouble Tickets Summary Report

5-8 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Maintainedffffffffffffffffffffffffffffffffffffff Products Detail Report This report lists detailed information about the products maintained in the network. This information comes from the maintained products database files. The Maintained Products Detail Report (shown in Screen 5-8) lists: Product name Alarm ID The type of product Phone numbers for dial-out access to the product The repair times considered acceptable for each severity level for this product Any optional fields that were entered in the maintained products database bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c MAINTAINED PRODUCTS REPORT c ------c

c Product Name: sys75 REPAIR TIMES (HRS.) VENDOR SERVICE CONTRACT c c Type: S75 Major: 4 Name: c Alarm ID: 1234567890 Minor: 24 Begin Date: c Release: Warning: 24 End Date: c Version: c Feature Pack: Time Zone: E Dimension Hardware Type: c Issue: Remote Closure Allowed? y c Contact Name: John Doe Trouble Shoot? n c Phone: 555-555-5554 Sched Name: c LDN: c c Prod Address: 1 Headquarters Plaza, Somewhere, MO c c ...... SILENT KNIGHT ALARM CHANNELS...... c CHANNEL SEVERITY DESCRIPTION NOTES c 1 c 2 c 3 c 4 c 5 c ------c Total Maintained Products: 1 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-8 Maintained Products Detail Report

Reports 5-9 Trouble Tracker R1V5 Operations Manual, March 1994

Maintainedffffffffffffffffffffffffffffffffffffff Products Summary Report This report provides a summary of the products that are maintained in the network. The information comes from the Maintained Products database. The Maintained Products Summary Report (shown in Screen 5-9) lists: Alarm ID Product name Type Release Version Feature package Issue This report is sorted by the alarm ID. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c

c MAINTAINED PRODUCTS REPORT c

c Feature c c Alarm ID Product Name Type Release Version Package Issue c c ------c 0123456789 ny85 S85R2 c 812345678 tt-track TRACK 1 3 c c 9000000000 G21 G2 1 5 c

c Total Maintained Products: 3 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-9 Maintained Products Summary Report

5-10 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Alarmffffffffffffffffffffffffffffffffffffff Routing Schedules Report The Alarm Routing Schedules Report shows the alarm routing information entered as detailed records of the Maintained Products database. This report serves as a record of the current schedules for each maintained product. It is sorted by product name and schedule number. The Alarm Routing Schedules Report prompts you for a selected maintained product. You can just press RETURN to specify that the report should retrieve all information. This report is sorted by maintained product name. The Alarm Routing Schedules Report lists: Schedule number Days of the week the schedule is active Start and end time for the schedule Severity options selected to alarm on (major, minor, warning) Whether or not the ticket should close automatically The routing destinations that have been specified for the schedule A sample Alarm Routing Schedules Report is shown in Screen 5-10. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Schedule Name: sys75 c c ALARM ROUTING SCHEDULES REPORT c c ------c c Schedule No: 1 Auto Close After Routing? n c c ACTIVE DAYS ACTIVE TIME TICKET SEVERITY ROUTING DESTINATIONS c Monday? y Start At: 0000 Majors? y 1. SF1 c Tuesday? y End At: 2359 Minors? y 2. SF2 c Wednesday? y Warnings? n 3. SF3 c Thursday? y 4. SF4 c Friday? y TICKET STATUS 5. SF6 c Saturday? y Open? y 6. PR2 c c Sunday? y Dispatch? y 7. AT 6 Jeopardy? y c c Close? y c c Description to Route By: c

c Report Totals c

c Total Schedule Names: 1 c

c Total Schedules: 1 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-10 Alarm Routing Schedules Report

Reports 5-11 Trouble Tracker R1V5 Operations Manual, March 1994

Routingffffffffffffffffffffffffffffffffffffff Destinations Report The Routing Destinations Report displays information which is entered into the Routing Destination database at initialization and lists: The name of the product The type of routing destination The phone number or mail address for the routing destination The baud rate required to connect to the product The commentary you entered to describe the routing destination The status of the routing destination (r indicates running and h indicates held) The report is sorted by routing destination name. A sample of the Routing Destinations Report is shown in Screen 5-11. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c ROUTING DESTINATIONS REPORT c Line c Name Type Address ID Speed Status c c ------UNIX1 MAIL machine!login r c c Commentary: manager's mail ID c c LPRINT PRINT local 1200 r Commentary: c c c MAILTT MAIL ttas3 r c Commentary: manager's mail ID c

c TERM TERM localtty27 1200 r c c Commentary: c c Total Routing Destinations: 4 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-11 Routing Destinations Report

5-12 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Thresholdsffffffffffffffffffffffffffffffffffffff Report The Thresholds Report is organized by product name and alarm severity, and lists: Severity of the alarm Equipment location Count (number of times an alarm has occurred) Time interval (measured in hours) Description The Thresholds Report prompts you for all or selected products. The total number of products and the total number of thresholds included in the report is printed at the end of the report. A sample Thresholds Report is shown in Screen 5-12. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Product Name: ny75 c THRESHOLDS REPORT c c Time c Equipment Interval c Severity Location Description Count (Hours) c ------c c min 1/2/1/1/2 2 1 c c c c Total Thresholds for ny75: 1 c c THRESHOLDS REPORT c c Report Totals c c Total Maintained Products: 1 c c Total Thresholds: 1 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-12 Thresholds Report

Reports 5-13 Trouble Tracker R1V5 Operations Manual, March 1994

Portffffffffffffffffffffffffffffffffffffff Configuration Report The Port Configuration Report (shown in Screen 5-13) lists the port numbers and for what they are configured. The information comes from the Port Configuration table. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c PORT CONFIGURATION REPORT c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbPort Type Port c c 1200 tty24 SK9 tty23 c c X25 line00 c c Total Configured Ports: 3 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-13 Port Configuration Report

5-14 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Networkffffffffffffffffffffffffffffffffffffff Connectivity Report The Network Connectivity Report (shown in Screen 5-14) shows connectivity information for products entered in the Network Connectivity database. This report lists: Trunk information (trunk group) Trunk member number Equipment location and circuit ID, if this information is available The name of the terminating product A summary page shows the total number of products and the total number of connections. The Network Connectivity Report is sorted by maintained products and shows connectivity information from the point of view of the near-end product. The report prompts you for all or selected products. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c Product Name: ny85 c c NETWORK CONNECTIVITY REPORT c c Trunk Terminating c c Trunk Member Equipment Product Group Number Location Circuit ID Name c c ------18 1 0/0/06/1/1 01 chic85 c c Type: tie Vend ID: att Status: NC ID: 1 19 2 0/0/06/2/1 02 chic85 c c Type: tie Vend ID: att Status: NC ID: 2 c c Total Connections: 2 c c c c Product Name: chic85 NETWORK CONNECTIVITY REPORT c c c c Trunk Terminating Trunk Member Equipment Product c c Group Number Location Circuit ID Name ------c c 21 1 A1202 ATT555 ttas Type: co Vend ID: att Status: bo NC ID: 12 c c c c Total Connections : 1 c c NETWORK CONNECTIVITY REPORT c c Report Totals c c Total Maintained Products: 2 Total Connections: 3 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-14 Network Connectivity Report

Reports 5-15 Trouble Tracker R1V5 Operations Manual, March 1994

Trunkffffffffffffffffffffffffffffffffffffff Information Summary Report The Trunk Information Summary Report provides a summarized list of the trunks in your network. The report, sorted by maintained product name, lists: Trunk group Trunk member Equipment location Trunk type Vendor ID Busyout status of each trunk Run this report to see trunk information for trunks that do not have a Network Connectivity ID assigned to them, since those trunks do not appear on the Network Connectivity Report. Screen 5-15 shows a sample Trunk Information Summary Report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Product Name: Sys75 c c c TRUNK TABLE INFORMATION REPORT c c Trunk Trunk Equipment Trunk Group Member Location Type Vendor ID Status c c ______17 1 0/0/1/20/0 2 re c c 17 2 0/0/1/20/1 2 re 18 1 0/1/2/13/0 17 re c c 20 2 0/1/2/5/1 36 re c 22 1 0/1/2/6/0 36 re c 23 1 0/1/2/3/0 102 re c c 24 1 0/1/2/2/0 101 re 25 2 0/1/3/5/1 36 re c c 26 3 0/1/3/18/2 36 re 27 1 0/0/1/0/0 103 bo c c 33 1 0/0/1/3/0 106 re c 34 1 0/0/1/3/2 107 re c c Total number of records for sys75: 12 c c Report Totals c c c Total Maintained Products: 1 c c Total Number of Records: 12 cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-15 Trunk Information Summary Report

5-16 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Vendorsffffffffffffffffffffffffffffffffffffff Report The Vendors Report shows the vendor information defined in the Vendor database. This report, sorted by vendor ID, lists: Vendor ID Name Contact Phone Address A total count of vendors is shown at the end of the report. The Vendor Report (shown in Screen 5-16) prompts for the report destination and the vendor ID. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c VENDOR REPORT c c ------c c VENDOR INFORMATION c c ID: att Name: AT&T Telephone and Telegraph c c Contact: Ken Connect Phone: 555-1234 c c Address: West Side Hwy, New York, New York c c ------Total Number of Vendors: 1 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-16 Vendors Report

Reports 5-17 Trouble Tracker R1V5 Operations Manual, March 1994

Vendorffffffffffffffffffffffffffffffffffffff Service Schedule Report The Vendor Service Schedule Report shows the service schedule information defined in the Vendor Service Schedule table. The Vendor Service Schedule Report (shown in Screen 5-17) prompts you for the report destination and service schedule name. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Schedule Name: 8-5 c c c VENDOR SERVICE SCHEDULE REPORT ------c c Schedule No: 1 c c DAILY SERVICE HOURS WEEKLY SCHEDULE c c Service Start At: 0800 Monday? y Service End At: 1700 Tuesday? y c c Wednesday? y HOLIDAY SCHEDULE Thursday? y c c Friday? y Schedule Name: regular Saturday? n c c Sunday? n c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbTotal Schedules: 1 c

SCREEN 5-17 Vendor Service Schedule Report

5-18 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Vendorffffffffffffffffffffffffffffffffffffff Holiday Schedule Report The Vendor Holiday Schedule Report shows the holiday schedules defined in the Vendor Holiday Schedule database. This report prompts you for the destination and holiday schedule name. Screen 5-18 shows a sample Vendor Holiday Schedule Report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c VENDOR HOLIDAY SCHEDULE REPORT c ------c

c Holiday Schedule Name: regular c c c c OBSERVED OFFICIAL HOLIDAYS OTHER NONFIXED HOLIDAYS New Years Day? y Holiday No.1: c c Memorial Day? y Holiday No.2: c Independence Day? y Holiday No.3: c Labor Day? y Holiday No.4: c Thanksgiving Day? y Holiday No.5: c Thanksgiving Day Two? y Holiday No.6: c Christmas Day? y Holiday No.7: c Holiday No.8: c c Holiday No.9: Holiday No.10: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-18 Vendor Holiday Schedule Report

Reports 5-19 Trouble Tracker R1V5 Operations Manual, March 1994

Meanffffffffffffffffffffffffffffffffffffff Time to Repair (MTTR) Report The Mean Time to Repair Report is prepared from the History database file and shows the average time required to restore service after a trouble ticket is created (the repair time). Repair time is calculated from the time a ticket is opened until the time the ticket is closed at the vendor service center. These times are defined in the History trouble ticket Vendor Ticket Information section. It should be noted that repair time does not include those time intervals that a vendor is not scheduled to service. If your service contract coverage is from 8 a.m. to 5 p.m., Monday through Friday, then the period from 5 a.m. to 8 a.m., Monday through Friday, and all day Saturday and Sunday are considered out-of-hours. Depending on the type of service schedule, the repair time also excludes holidays. The repair time is calculated when the ticket status transitions from open to closed. Any changes to the service contract or holiday schedules after this calculation does not affect the calculated repair time. You can request this report to run for a specified time interval (date and time), specific maintained product name or type, alarm severity, originator, vendor, or equipment location. The mean time is computed by averaging the total repair times over the number of records you request. Specify the originator as auto to run the report only for system-generated tickets. You should also run separate reports for alarm severity (major, minor, and warning). Average Repair Cost is calculated for those tickets that have a value in this field. No MTTR calculation can be performed on tickets without Vendor Ticket Information (Vendor entry/close time). Screen 5-19 shows a sample Mean Time to Repair Report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c MEAN TIME TO REPAIR REPORT c c c Trouble Entry Closed Repair Time c Ticket Number Date Time Date Time Repair Cost Days Hrs Mins c c ------0000000000001 10/25/91 1039 10/25/91 1100 0 0 21 c c 0000000000044 10/27/91 1419 10/27/91 1447 0 0 28 0000000000055 11/03/91 1140 11/03/91 1148 0 0 8 c c ************************************************************* c c SUMMARY FOR PRODUCT: sys851 Total Number of Tickets: 3 c c Mean Time To Repair per Ticket: 0 Days 0 Hours 15 Minutes c Average Repair Cost per Ticket: c ************************************************************* c c ------MEAN TIME TO REPAIR OVERALL SUMMARY------c c Total Number of Tickets: 3 c c Mean Time to Repair per Ticket: 0 Days 0 Hours 15 Minutes Average Repair Cost per Ticket: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-19 Mean Time to Repair (MTTR) Report

5-20 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

MTTRffffffffffffffffffffffffffffffffffffff with Connectivity Report The MTTR with Connectivity Report shows the same information as the MTTR Report, but you can also run the report for a specific near-end and far-end product name, trunk group, trunk member, or circuit ID. A sample report is shown in Screen 5-20. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c MEAN TIME TO REPAIR REPORT c c c Trouble Entry Closed Repair Time c Ticket Number Date Time Date Time Repair Cost Days Hrs Mins c c ------0000000000044 10/27/91 1419 10/27/91 1447 0 0 28 c c 0000000000045 10/28/91 0936 10/28/91 0948 0 0 12 0000000000055 11/03/91 1140 11/03/91 1148 $125.00 0 0 8 c c ************************************************************* c c SUMMARY FOR PRODUCT: sys851 Total Number of Tickets: 3 c c Mean Time to Repair per Ticket: 0 Days 0 Hours 16 Minutes c Average Repair Cost per Ticket: $125.00 c ************************************************************* c c ------MEAN TIME TO REPAIR OVERALL SUMMARY------c c Total Number of Tickets: 3 c c Mean Time to Repair per Ticket: 0 Days 0 Hours 16 Minutes Average Repair Cost per Ticket: $125.00 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-20 MTTR with Connectivity Report

Reports 5-21 Trouble Tracker R1V5 Operations Manual, March 1994

Meanffffffffffffffffffffffffffffffffffffff Time Between Alarms (MTBA) Report The Mean Time Between Alarms Report is prepared from the History database file and shows the average time a maintained product ran without an alarm. The between alarm time is the period between two consecutive alarms of a product. The mean time between alarms is the average period a product is functional without a alarm. This corresponds to a given service interval of the product divided by the number of alarms. You can request this report to run for a specified time interval (date and time), specific maintained product name or type, alarm severity, originator, vendor, or equipment location. Specify the originator as auto to run the report only for system-generated tickets. You should also run separate reports for alarm severity (major, minor, and warning). The repair cost is estimated from trouble tickets with a repair cost value entered in the fields. Screen 5-21 shows a sample Mean Time Between Alarms Report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c MEAN TIME BETWEEN ALARMS REPORT c c c Trouble Entry Time Between Alarms c Ticket Number Date Time Days Hours Mins. c c ------0000000000021 10/25/91 1414 0 3 20 c c 0000000000042 10/27/91 1424 2 0 10 c c 0000000000045 10/28/91 1524 1 1 00 ************************************************************ c c SUMMARY FOR PRODUCT: sys851 c c Total Number of Alarms: 3 c Mean Time Between Alarms: 1 Days 1 Hours 30 Minutes c ************************************************************* c c --- MEAN TIME BETWEEN ALARMS OVERALL SUMMARY --- c c Total Number of Products: 1 c c Total Number of Alarms: 3 Mean Time Between Alarms per Product: 1 Days 1 Hours 30 Minutes c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-21 Mean Time Between Alarms (MTBA) Report

5-22 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

MTBAffffffffffffffffffffffffffffffffffffff with Connectivity Report The MTBA with Connectivity Report shows the same information as the MTBA Report, but you can also run the report for a specific near-end and far-end trunk group, trunk member, or circuit ID. Screen 5-22 shows a sample report. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c MEAN TIME BETWEEN ALARMS REPORT c c c c Trouble Entry Time Between Alarms Ticket Number Date Time Days Hours Mins. c c ------0000000000022 10/25/91 1424 0 0 10 c c 0000000000044 10/27/91 1419 1 23 05 0000000000046 10/28/91 1307 0 22 48 c c ************************************************************ c c SUMMARY FOR PRODUCT: sys851 c c Total Number of Alarms: 3 c c Mean Time Between Alarms: 0 Days 23 Hours 35 Minutes ************************************************************* c c --- MEAN TIME BETWEEN ALARMS OVERALL SUMMARY --- c c Total Number of Products: 1 c c Total Number of Alarms: 3 c c Mean Time Between Alarms per Product: 0 Days 23 Hours 35 Minutes ************************************************************ c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-22 MTBA with Connectivity Report

Reports 5-23 Trouble Tracker R1V5 Operations Manual, March 1994

Meanffffffffffffffffffffffffffffffffffffff Time for Ticket Closure (MTTC) Report The Mean Time for Ticket Closure Report (shown in Screen 5-23) is prepared from the History database file and shows the average time between ticket closures. The For Ticket Closure time is the time that the ticket was opened to the time it was closed. The Entry Date/Time and Closed Date/Time are recorded by Trouble Tracker; they are not the Vendor Ticket Information, which is provided by the vendor service center. This report considers the actual open ticket elapsed time, which includes repair time and out-of-service time. You can request this report to run for a specified time interval, specific maintained product name or type, alarm severity, originator, vendor, equipment location, or equipment description. Specify the originator as auto to run the report only for system-generated tickets. You should also run separate reports for alarm severities. The average repair cost is estimated from trouble tickets with a value in the Repair Cost field. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c MEAN TIME FOR TICKET CLOSURE REPORT c Trouble Entry Closed Elapsed Time c c Ticket Number Date Time Date Time Repair Cost Days Hrs Mins c ------c 0000000000012 08/03/91 1444 08/03/91 1444 $0.0 0 0 0 c 0000000000021 08/04/91 1445 08/04/91 2310 0 8 25 c c *************************************************************** c c SUMMARY FOR PRODUCT: sys85 c Total Number of Tickets: 2 c c Mean Time for Ticket Closure: 0 Days 4 Hours 12 Minutes Average Repair Cost per Ticket: $0.0 c c *************************************************************** c --- MEAN TIME FOR TICKET CLOSURE OVERALL SUMMARY --- c c Total Number of Tickets: 2 c Mean Time for Ticket Closure: 0 Days 4 Hours 12 Minutes c Average Repair Cost per Ticket: $0.0 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-23 Mean Time For Ticket Closure (MTTC) Report

5-24 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

MTTCffffffffffffffffffffffffffffffffffffff with Connectivity Report The MTTC with Connectivity Report shows the same information as the MTTC Report, but you can also run the report for a specific near-end and far-end trunk group, trunk member, or circuit ID. A sample report is shown in Screen 5-24. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c MEAN TIME FOR TICKET CLOSURE REPORT c Trouble Entry Closed Elapsed Time c c Ticket Number Date Time Date Time Repair Cost Days Hrs Mins c ------c 0000000000014 08/03/91 1440 08/03/91 1441 $100.00 0 0 1 c 0000000000020 08/04/91 1445 08/04/91 2310 0 8 25 c c *************************************************************** c c SUMMARY FOR PRODUCT: sys851 c Total Number of Tickets: 2 c c Mean Time for Ticket Closure: 0 Days 4 Hours 13 Minutes Average Repair Cost per Ticket: $100.00 c c *************************************************************** c --- MEAN TIME FOR TICKET CLOSURE OVERALL SUMMARY --- c c Total Number of Tickets: 2 c Mean Time for Ticket Closure: 0 Days 4 Hours 13 Minutes c Average Repair Cost per Ticket: $100.00 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-24 MTTC with Connectivity Report

Reports 5-25 Trouble Tracker R1V5 Operations Manual, March 1994

MTTC/MTTR/MTBAffffffffffffffffffffffffffffffffffffff Summary Report The MTTR/MTBA/MTTC Summary Report shows a one-line summary of mean time for ticket closure, mean time to repair, and mean time between alarms for the criteria specified. The calculation of MTTC, MTTR, and MTBA are the same as their individual reports. This report can be run for a specified time interval in which tickets were opened. The from and to entry time prompts correspond with the trouble ticket open and close times. When this report is not generated with a specified from/to time, the time interval is defined from the time the first ticket for the product was opened to the time the last ticket for the product was opened. This time interval is listed in parentheses after the product summary. The repair cost is estimated from trouble tickets with a repair cost value in the Repair Cost field of the trouble ticket. A sample report is shown in Screen 5-25. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c MTTC/MTTR/MTBA SUMMARY REPORT c c c SYS. Vendor Others ---MTTC------MTTR------MTBA--- c PRODUCT NAME TYPE TT TT DAY HR MN DAY HR MN DAY HR MN c c ------sys85 S85R2 0 0 0 0 0 0 0 0 0 0 0 c c (from 11/30/91 1019 to 12/15/91 1629) c c sys851 S85R2 0 1 0 0 6 0 0 0 0 0 0 c c **************************************************************** --- OVERALL SUMMARY REPORT ON MTTC/MTTR/MTBA --- c c c Total Number of Products: 2 c Total Number of Vendor History Tickets: 0 c c Total Number of Other History Tickets: 3 Mean Time for Ticket Closure per Product: 0 Days 0 Hours 2 Mins c c Mean Time To Repair per Product: 0 Days 0 Hours 0 Mins c c Mean Time Between Alarms per Product: 0 Days 0 Hours 0 Mins **************************************************************** c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-25 MTTC/MTTR/MTBA Summary Report

5-26 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffffChart Preparation

The Chart Preparation process loads specified Trouble Tracker data to an ASCII or binary file and then allows for these files to be transferred to PC files. Select 7. Chart Preparation from the Main Menu. To use the chart preparation data you need a communications program and a spreadsheet program. Detailed information is provided in "Sample Chart Preparation" later in this chapter. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c CHART PREPARATION MENU c c c 1. Mean Time to Repair (MTTR) 2. MTTR with Network Connectivity c c 3. Mean Time For Ticket Closure (MTTC) 4. MTTC with Network Connectivity c c 5. Mean Time Between Alarms (MTBA) 6. MTBA with Network Connectivity c c 7. MTBA/MTTR/MTTC - Summary 8. History Trouble Ticket Trend - Summary c c 9. Open Trouble Ticket Trend - Summary c 10. List of Products, History Tickets - Detail c c c Use space bar, arrow keys, or type number to make selection. Enter 'e' to return to previous menu or exit. c c Enter carriage return to execute selection: 1 cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-26 Chart Preparation Menu

Chart Preparation 5-27 Trouble Tracker R1V5 Operations Manual, March 1994

Meanffffffffffffffffffffffffffffffffffffff Time To Repair (MTTR) Chart

Selecting Mean Time To Repair (MTTR) from the Chart Preparation Menu provides the average repair time recorded for a specific product or product type. A bar chart of this data is the most useful, since it graphically displays the specified time in weeks or months along the bottom of the chart and the average repair time between the trouble ticket entry to trouble ticket closed (MTTR) along the side of the chart. The information for this chart is provided from the History Trouble Ticket database file. Note: The repair time does not include the time intervals that a vendor is not scheduled for service. If your service contract coverage is from 8 a.m. to 5 p.m., Monday through Friday, then the period from 5 p.m. to 8 a.m., Monday through Friday, and all day Saturday and Sunday are considered out-of-hours time and are not counted as repair time. The repair time also excludes holidays. The repair time is calculated when a trouble ticket status changes from open to closed. Any changes to the service or holiday schedules after this calculation will not affect the calculated repair time.

MTTRffffffffffffffffffffffffffffffffffffff with Connectivity Chart

Selecting MTTR with Network Connectivity from the Chart Preparation Menu provides the same information as the Mean Time To Repair Chart for specified products with trunk data.

Meanffffffffffffffffffffffffffffffffffffff Time for Ticket Closure (MTTC) Chart

Selecting Mean Time For Ticket Closure (MTTC) from the Chart Preparation Menu provides the average time a trouble ticket remains open. The information for this chart is provided from the History Trouble Ticket database file. A bar chart of this data is the most useful, since it graphically displays the specified time in weeks or months along the bottom of the chart and the side of the chart displays the average time the trouble tickets for a product remained open, defined by the from/to entry date and time of the trouble tickets. The default is the first closed trouble ticket to the last closed trouble ticket of the specified product(s). The repair cost is estimated from trouble tickets with a repair cost value in the Repair Cost field of the trouble ticket.

MTTCffffffffffffffffffffffffffffffffffffff with Network Connectivity Chart

Selecting MTTC with Network Connectivity from the Chart Preparation Menu provides the same information as the Mean Time for Ticket Closure Report for products with trunk data.

5-28 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Meanffffffffffffffffffffffffffffffffffffff Time Between Alarms (MTBA) Chart

Selecting Mean Time Between Alarms (MTBA) from the Chart Preparation Menu provides an average between alarms time for a product. The information for this chart is provided from the History Trouble Ticket database file. A bar chart of this data is the most useful, since it graphically displays the specified time in weeks or months along the bottom of the chart and the average between alarms time during a specified period of time (entry date/time) along the side of the chart. The default is the first closed trouble ticket to the last closed trouble ticket of the specified product(s). The repair cost is estimated from trouble tickets with a repair cost value in the Repair Cost field of the trouble ticket.

MTBAffffffffffffffffffffffffffffffffffffff with Network Connectivity Chart

Selecting MTBA with Network Connectivity from the Chart Preparation Menu provides the same information as the Mean Time Between Alarms Report for products with trunk data.

MTBA/MTTR/MTTCffffffffffffffffffffffffffffffffffffff Products Summary Chart

Selecting MTBA/MTTR/MTTC on Products - Summary from the Chart Preparation Menu provides a list of specified products with their associated mean time between alarms, mean time to repair, and mean time for ticket closure values. A bar chart is useful to graphically display each product side by side; a pie chart is useful to display the mean time between alarms, mean time to repair, and mean time for ticket closure values of each product as a piece of pie. The repair cost is estimated from trouble tickets with a repair cost value in the Repair Cost field of the trouble ticket.

Historyffffffffffffffffffffffffffffffffffffff Trouble Ticket Trend Summary Chart

Selecting History Trouble Ticket Trend - Summary from the Chart Preparation Menu provides the number of closed trouble tickets within the specified period of time. A pie chart is useful to graphically display the percentage of closed trouble tickets with a severity of major, minor, and warning alarms received by one product for a specified period of time. A bar chart is useful to graphically display closed major, minor, and warning alarms received by more than one product during a specified period of time. The data produced by this chart consists of a total summary of the major, minor, and warning tickets by week or month, and the total major, minor, and warning tickets for the specified time.

Chart Preparation 5-29 Trouble Tracker R1V5 Operations Manual, March 1994

Openffffffffffffffffffffffffffffffffffffff Trouble Ticket Trend Summary Chart

Selecting Open Trouble Ticket Trend - Summary from the Chart Preparation Menu provides the number of open trouble tickets within the specified period of time. A pie chart is useful to graphically display the percentage of open trouble tickets with a severity of major, minor, and warning alarms received by one product for a specified period of time. A bar chart is useful to graphically display open major, minor, and warning alarms received by more than one product during a specified period of time. The data produced from this chart consists of total summary major, minor, and warning tickets by week or month, and the total major, minor, and warning tickets for the specified time.

Listffffffffffffffffffffffffffffffffffffff of Products, History Tickets Detail Chart

Selecting List of Products, History Tickets from the Chart Preparation Menu provides the specified history trouble ticket data associated with the specified products. Selecting all at the prompt provides a sequential list of all closed trouble tickets with the product name, type, severity, ticket entry date/time, ticket closed date/time, vendor ticket entry date/time, repair cost, MTTC, MTTR, and MTBF. A bar chart of a particular severity and type for a specified week can be useful to trend all of one type of product at a particular severity for a week when traffic is very heavy, or a pie chart can be created to display the percentage of severity alarms received by each product of that particular type. Based on this output, a line chart can be generated to show the trending of a group of data.

5-30 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994

Procedure:ffffffffffffffffffffffffffffffffffffff Using the Chart Preparation Utility

1 Select a chart type from the Chart Preparation Menu. 2 Enter a file name (without an extension) to which the chart data is to be output. Two files are created: filename.csv (the text file) and filename.wk1 (the binary file for spreadsheet use). 3 Enter m or w to indicate whether the data being extracted for the report is based on weekly or monthly statistics. 4 Enter the appropriate information in response to the remaining prompts, according to the criteria on which the chart is to be based. Use the asterisk (*) as a wild card or return to request all the available information. 5 Make sure that the files exist by entering !ls -x filename.* . 6 Enter !sh to escape to the shell. 7 Download the files to a PC.

Chart Preparation 5-31 Trouble Tracker R1V5 Operations Manual, March 1994

Sampleffffffffffffffffffffffffffffffffffffff Chart Preparation This sample procedure uses the Corporate Microsystems, Inc. MLINK Data Communications System Terminal Emulator program to run Trouble Tracker and transfer the binary file from the Trouble Tracker processor to a PC, and the MS-DOS EXCEL spreadsheet program to manipulate the data and display the chart. Ask your Customer Service Representative for more information regarding the purchase of MLINK, or other UNIX-to-PC file transfer packages. 1 On the PC, at the MS-DOS prompt, enter mlink -b xxxx , where xxxx is the baud rate to run the MLINK data communications program. 2 Log in to Trouble Tracker. 3 Use the default att513 for the terminal type. 4 Select 7. Charts Preparation from the Main Menu. 5 Select Open Trouble Ticket Trend - Summary from the Chart Preparation Menu. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter a file name (up to 8 characters. default TMP): c

6 Enter newchart . Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter ÂwÂ to output data in weekly or ÂmÂ in monthly: [m] c

7 Enter m . Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbfrom/to c

8 At these criteria prompts, press RETURN to specify all the data. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter Maintained Product Type ( for all): c

9 Enter any product type; for example *75* .

10 At the remaining criteria prompts, press RETURN to specify all the data.

11 Press RETURN to continue. 12 At the Charts Preparation Menu selection prompt, enter !sh to escape to the shell. 13 At the prompt, enter ls -x newchart.* The two newchart files, newchart.csv and newchart.wk1, are listed. The .csv file is the text file you can edit using vi or ed, and the .wk1 file is the binary file used by the EXCEL spreadsheet program.

5-32 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

14 At the prompt, enter transfer to begin the process of sending the binary format of newchart.wk1 to a PC. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbPlease start your transfer now... c

15 Press ESC .

16 From the MLINK Main Command menu, press T to begin the transfer process.

17 From the MLINK Transfer Command menu, press R to receive a file. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbText or Data file c

18 Enter D to select a data file transfer. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbLocal file name c

19 Enter newchart.wk1 to specify the file that is to be transferred. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbRemote file name c

20 Enter c:\xcel0wchart.wk1 to specify the directory the file is being transferred to, and the name this file is to be called when it is received. 21 At the shell prompt, enter exit to return to Trouble Tracker. 22 Enter e to exit from Trouble Tracker. System Message: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbDISCONNECT c

When this message is displayed, press ESC , then enter q to exit the MLINK program. 23 At the MS-DOS prompt, enter excel to execute the EXCEL program. 24 Single click the left mouse button on Open from the File pull-down menu.

25 Press BACKSPACE until the file name displayed is erased and enter c:\xcel0wchart.wk1 . The data is displayed in the NEWCHART.WK1 window.

Chart Preparation 5-33 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

26 Move the mouse cursor to Column A, Row 1 (the upper left corner of the data area). Press and hold the left mouse button, drag the mouse cursor to blacken (activate) all the data, then release the mouse button. 27 Select New from the File pull-down menu. 28 Select chart from the dialog box. A bar chart is displayed in a window that reflects the data from the newchart.wk1 file. 29 Refer to the Microsoft EXCEL software documentation for detailed information about the various features, such as selecting different chart styles, and use of color. Screens 5-27 through 5-29 are samples of the three text files (file extension .csv) created by the Chart Preparation feature of Trouble Tracker. Screen 5-27 shows the text (.csv) file for weekly mean time between alarms data for a System 75 XE product. The mean time between failures for the products is summarized for each of four weeks. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Mean Time Between Alarms Product: S75 Nov. 02, 1991 07/19/1991--08/20/1991 c Week, MTBA (hrs.) c c Week1, 84.10 c Week2, 56.29 c Week3, 168.0 c c Week4, 33.06 cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-27 Weekly MTBA .csv File

5-34 Reports and Chart Preparation Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Screen 5-28 shows the text (.csv) file for monthly mean time to repair data for a System 75 product. The data is summarized for each month (Jan. through Dec.) for major, minor, and warning alarms. A sample bar chart for this data appears in Figure 5-1. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Mean Time To Repair(in hrs.) Prod: S75 Nov 2, 1991 01/19/1991--12/20/1991 c Month, MAJ, MIN, WRN c Jan, 1.95 5.11 10.07 c c Feb, 3.88 8.99 3.65 Mar, 3.51 13.82 7.55 c c Apr, 3.36 7.80 13.03 c May, 3.53 11.71 19.65 c Jun, 3.88 11.96 16.05 c Jul, 4.04 4.81 9.22 c Aug, 5.13 8.07 7.85 c Sep, 2.20 9.05 20.00 c Oct, 3.87 3.75 17.88 c Nov, 2.79 13.56 19.84 c Dec, 3.02 15.91 14.02 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-28 Monthly MTTR .csv File

18 16 ...... 14 ...... 12 ...... 10 ...... Hours ...... 8 ...... 6 ...... 4 ...... 2 ...... 0 ...... Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ...... MAJOR ...... MINOR WARNING

FIGURE 5-1 EXCEL Mean Time to Repair (MTTR) Summary Bar Chart

Chart Preparation 5-35 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Screen 5-29 shows the text (.csv) file for a monthly History Trouble Tickets Summary Report for a System 75 product. The data is summarized for each month (Mar. through Sep.) for major, minor, and warning alarms. A sample pie chart for this data appears in Figure 5-2 showing the severity distribution among history trouble tickets during the last seven months. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Number of History Tickets Product: S75 May 02, 1991 03/04/1991--09/04/1991 c c Month, MAJ, MIN, WRN c c Mar 6 10 15 Apr 7 12 9 c c May 4 13 11 c Jun 5 10 15 c Jul 5 11 11 c Aug 8 9 13 c Sep 6 10 10 c

c Total Number Of History Tickets - Summary for Product: S75 c MAJ MIN WRN c Number 41 75 84 c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 5-29 Monthly History Trend .csv File

Number of Trouble Tickets Product: S75 03/04/1991 --- 09/04/1991

...... Major ...... 37.5% 42% ...... Minor ...... Warning ..

20.5%

FIGURE 5-2 EXCEL History Trouble Tickets Trend Summary Pie Chart

5-36 Reports and Chart Preparation ffffffffffffffffffffffffffffffffffffffThe Network Status Display

With Trouble Tracker's optional Network Status Displays (NSDs), you can monitor multiple network sites and products on a screen-based graphic display. At a glance, the NSD shows the status of the displayed products or groups of products in the network, and of the connections between the products. Trouble Tracker provides the flexibility to display some or all of the products, and to group them according to your needs (for example, by geographical location). The NSD uses the MS-WindowsTM operating environment. Refer to the Windows Operating Environment User's Guide (Window Techniques) for information about manipulating windows. Two features of the NSD help you evaluate the condition of your network from moment to moment. Consistent The display uses colors consistently to alert you to network conditions. In Use of Color addition, you can change the colors to suit the special needs of your employees. The default colors are:

Green indicates a healthy or clear condition Yellow indicates a warning Orange indicates a minor alarm Red indicates a major alarm

Dynamic The dynamic NSD screen changes immediately to reflect the changing Screens, NSD status of your network. For example, as soon as a major alarm is received, the screen icon representing the alarming product turns red. In addition, the PC beeps whenever the status of a product becomes more severe. When the trouble ticket is closed, the applicable red, orange, or yellow screen icon turns green again. To ensure you receive only the most important information first, alarms are displayed in hierarchical order. Therefore, if a product sends both a major and a minor alarm, the screen icon appears red, indicating a major alarm. When the major alarm is resolved, the product icon turns orange, indicating a minor alarm, and remains orange until the minor alarm is resolved. If you are monitoring networks at a number of sites, products at those sites can be displayed on a single screen with the network connectivity information indicated.

The Network Status Display 6-1 Trouble Tracker R1V5 Operations Manual, March 1994

NSDffffffffffffffffffffffffffffffffffffff Hierarchy

EXTERNAL PBX non-PBX CLUSTER REGION EQUIPMENT

FIGURE 6-1 NSD Product Hierarchy

The display uses standard graphics to represent different product hierarchy as shown in Figure 6-1. External equipment that alarms through a G2; System 85 R2 switch is represented by an ellipse icon on the screen. Connectivity is shown by a dotted line to the associated product. This equipment is automatically assigned to the same top level, cluster, or region as the switch it alarms through. An individual PBX is represented by a switchboard icon on the screen. An individual product, switch, or node, other than a PBX, is represented by an oval icon on the screen. A cluster or group of products is represented by a circle icon on the screen. A region, or group of products or clusters, is represented by a circle within a circle (donut) icon on the screen.

Figure 6-2 is an example of a network composed of three switches.

6-2 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

maximize System Menu Box Pull-down menu options iconize

NETWORK STATUS DISPLAY Tasks Customize

northeast blue 75

west

FIGURE 6-2 NSD Display Showing a Network Composed of Three Switches

When you are at the top level, the display shows an overview of the highest level of the hierarchy. The NSD allows you to move easily between hierarchical levels. For example, if a major alarm is received for a switch that is assigned to a region, the donut representing the region turns red. To locate the source of the problem, use the mouse to select or zoom in on the affected region to display its component products and clusters. You can change the size or position of these zoom windows and display several windows at one time. The network connectivity (trunks identified in the network connectivity database with a connectivity ID) between products, clusters, and regions is indicated by lines between the icons. If a major alarm is received for one of these, the appropriate line is lit. The program assigns severity to the lines in the display as it does the products. If a cluster indicates that a major alarm has been received, you can zoom in on the cluster to determine which product or link has turned red. You can also zoom in on a connectivity line to determine which connection has turned red.

The Network Status Display 6-3 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff External equipment is connected to other equipment on the NSD screen by a dotted line and only displays when its associated product is displayed, either as a top level product or when you zoom in on a cluster or region. Network connectivity is indicated on the NSD only if you have previously defined this information for your maintained products. For more information, refer to "Defining Network Connectivity" in Chapter 2. You can display up to 200 clusters and/or regions per login and up to 2000 circuit-to-circuit network connectivity connection pairs per login. Trouble Tracker allows 800 products to be maintained per login. For optimal appearance and performance, the recommended number of products per login is 250.

6-4 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994

Usingffffffffffffffffffffffffffffffffffffff Logins Each NSD user is assigned a user ID or login that identifies them to the system. As an NSD user, you can define the hierarchical levels (product, cluster, and region) for the products to be displayed on your NSD screen according to your individual needs. You may have as many logins as you wish, but a maximum of five NSD users can log in at one time. If you have more than one NSD login, you can set up the NSD so products in one part of the country display on one login and the other products on another login. You can assign products to clusters or regions, and you can group clusters into regions. You can also assign individual products critical to your operation to the top level, so they are always displayed, or you can choose not to display certain products at all. Even if you log in at a different PC, the NSD still displays the hierarchy and customization options for your login. Different users may need to display different information on the NSD. For example, suppose your company has a network of 100 switches across the country. If you are in the Central Telecommunications Control Center, you might want to display only an overview of the network. You could group individual nodes into clusters (such as newyork85s, newyork75s, chicago85s and losangeles75s), group those clusters into regions (such as newyork and chicago), and display only the regions. When a node in New York receives a major alarm, your top level displays the newyork region in red. To see what cluster or node is affected, you could select or zoom in on newyork to display all the clusters or nodes in that region. The NSD user in the New York office can set up the top level display to show each New York node at all times. This user can choose not to display any other nodes, or can group the nodes in other parts of the country into clusters or regions. It is not recommended that users log in to more than one NSD terminal using the same NSD login. Saving information on one terminal does not automatically update the information on the second terminal. For example, if User 1 changes the NSD information displayed for that login (creating or changing the position of clusters or regions or customizing the alarm colors) and saves the information, the new information appears the next time a user logs in on that login. However, if User 2 is logged in at the same time, User 2's NSD will not reflect User 1's changes unless User 2 logs out and in again. Furthermore, it is possible for User 2 to make changes to the display and save them, overwriting the changes previously made by User 1.

The Network Status Display 6-5 Trouble Tracker R1V5 Operations Manual, March 1994

Settingffffffffffffffffffffffffffffffffffffff Up the NSD

Prerequisite Procedures The Trouble Tracker Installation Manual explains how to set up the hardware, load the software, and establish the logins needed to run the NSD. Refer to that manual for complete instructions. The Trouble Tracker system must be running (the Start Alarm Processing option must have been executed) for alarm information to display on the NSD. To bring the system up if it is not already running, select Start Alarm Processing from Trouble Tracker's Utilities Menu or System Initialization Menu. If changes are made to the network connectivity information in the Trouble Tracker database, the Trouble Tracker user should run the Audit Database utility, then the NSD user should log off and log back on to the NSD. Note: Be patient. When the cursor changes from an arrow to an hourglass, a wait is in progress. Until the current process is complete, the mouse still moves the cursor but no further instructions are performed. Be careful while waiting, the type ahead function is invoked. This means that if you click the mouse buttons you could invoke unwanted, unnecessary, and time-consuming commands.

General Guidelines The left mouse button is used for executing the system operating functions. The right mouse button is used for executing Trouble Tracker functions. The one-arrow cursor is used to select options using the mouse. The two-arrow cursor is used to move and size windows.

Procedure: Setting Up the NSD To set up the NSD after the software has already been loaded, do one of the following:

Reboot the PC by simultaneously pressing CTRL ALT DEL . Press the reset key on the front of the CPU. Select emulator.exe using the following procedure:

1 From the Program Manager window, double click on the cbbbbbfffffMAIN c icon at the bottom of the display.

2 Next, double click on bfcbbbbbbbbbfffffffffFile Manager c in Main. 3 Locate the Windows directory and double click on it. 4 Locate emulator.exe and double click on it.

6-6 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

5 The first time the Emulator is run, select RS232 from the Communications pull-down menu. Verify the communications settings. Make any changes necessary for these settings.

6 Select Break from the Communications pull-down menu and press RETURN to start communication. 7 Use the Emulator as a 513-type terminal. 8 To cut-through to a System 75 using the Emulator, select S75 from the PF_Keys pull- down menu. Otherwise, the System 75 cut-through functions are not accessible. The NSD Login Screen is displayed as shown in Figure 6-3:

NETWORK STATUS DISPLAY Tasks Customize

User ID: User Password: System Password: Network Password:

Go Cancel

FIGURE 6-3 NSD Login Screen

This screen is controlled by the MS-Windows software, so it is a little different from the Trouble Tracker INFORMIX-based menus and screens. To move from field to field, you do not use the RETURN key or arrow keys. Instead, you use TAB to position the arrow on a field, and then enter the information. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

The Network Status Display 6-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Logging Into the NSD

1 Enter your user ID (login) name in the User ID field. To add logins, refer to Chapter 2 of the Trouble Tracker Installation Manual.

2 Press TAB to create a cursor in the User Password field and enter your user password.

3 If a system password is required for your system, press TAB to create a cursor in the System Password field and then enter your system password. Ask your System Administrator for the appropriate password if any is required.

4 If a network password is required for your system, press TAB to create a cursor in the Network Password field and then enter your network password. Ask your System Administrator for the appropriate password if any is required.

5 When all the information is entered correctly, position the arrow on the bfc bbbfffGO c icon and click the left button or press RETURN .

If you click on bbbbbbffffffc Cancel c you are returned to the Program Manager window. The window displays the Server Connect Script (Figure 6-4) as it verifies the login information and connects to the Trouble Tracker processor.

NETWORK STATUS DISPLAY Tasks Customize

Server Connect Script Script Name: nsd.txt

FIGURE 6-4 NSD Display Showing the Server Connect Script

6-8 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff If there is a problem, an error message is displayed.

Ð The following message is displayed if either the login information is incorrect or the NSD could not connect to the processor: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbConnect Script Failed c

Click on the bfc bbbfffOK c icon. From the Program Manager window, click on NSD.EXE to reinitialize and repeat the login process. Refer to Connect Script Problems for further information regarding the Connect Script Failed message.

Ð If the following message is displayed, it means that alarm processing is not running: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbTrouble Tracker Is Not Up c

Check with your Trouble Tracker administrator to see why it is not running and log in again when it is up.

Ð A maximum of five NSD users can connect to Trouble Tracker at one time. If five users are already connected, an error message is displayed when the sixth user attempts to connect. For further information regarding NSD error messages, refer to Appendix D, "NSD Error Messages." If the connection is successful and maintained product data has been saved on the NSD, the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbMaintained Products Data Now Being Transferred. Please Wait... c

A gas gauge is also displayed as shown in Figure 6-5. After a few minutes, when the data is transferred, the NSD screen is displayed with the menu options Tasks and Customize in the upper left corner. If this is the first time you are logging in to the NSD, or if no data has been saved on the NSD, this screen will not be displayed, since only saved screen data is transferred.

The Network Status Display 6-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NETWORK STATUS DISPLAY Tasks Customize

Maintained Products Data Now Being Transferred Please Wait . . .

DATA TRANSFER STATUS ......

Cancel

FIGURE 6-5 NSD Display Showing Data Transfer Status bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

6-10 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994

Connectffffffffffffffffffffffffffffffffffffff Script Problems If the following message is displayed when you are attempting to log in to the NSD: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbConnect Script Failed c there are several possible causes: You entered an incorrect user password or a user ID that is not an NSD login. A detailed message follows the Connect Script Failed message line. There is a problem with the cable connecting the NSD to the Trouble Tracker processor, or the NSD port is not enabled correctly. This can mean the baud rate is not correct or the getty program is not present. A message displays that indicates the actual problem. The actual connect script is missing or cannot be read. System Message: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbCannot Open c

is the path and name of your connect script file. The connect script contains incorrect syntax. System Message: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbBad Format in c

is the path and name of your connect script file.

Incorrect Password or User ID An incorrect password or user ID is the most common cause of problems with the connect script. When you successfully log in to the NSD, then the process called graphb is started. Before entering the robust NSD protocol that controls communication between the NSD and the Trouble Tracker processor, the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEntering NSD Protocol c

If the password is incorrect, or if the User ID is a Trouble Tracker or UNIX login rather than an NSD login, the command that fails is WAIT 30 "Protocol." A message is displayed on your screen telling you what the problem actually is.

The Network Status Display 6-11 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff For additional information about the problem, check the log file trace.log on the NSD PC. To check this file:

1 Select cfbbbbfffOK c with the mouse to clear the error, then exit the Program Manager window by positioning the arrow on the System Menu box in the upper left corner of the screen, and clicking the left mouse button twice. Single click the left mouse button on the bfc bbbfffOK c option in the End Session message box. 2 Enter type trace.log to examine this file. The last few lines in the file tell you what the problem is. If the last few lines of the log file match the screen display below, the User ID or User Password is incorrect. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c expect: 30 "Protocol" c timed out, got: c login incorrect c c login: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

If the last few lines of the log file match the screen display below, the login used was not an NSD login, but a Trouble Tracker login. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c expect: 30 "Protocol" c c timed out, got: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbenter terminal type (att513): c

The appearance of the following message in the trace.log indicates the system's attempt to prompt the Trouble Tracker login. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbenter terminal type c

6-12 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff If the last few lines of the log file match the screen display below, the login used was not an NSD login, but a normal UNIX shell login. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c expect: 30 "Protocol" c c timed out, got: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb$ c

The appearance of the following message in trace.log means you have accessed the shell prompt. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb$ c

If the .profile for the UNIX shell login sets up a prompt other than the $, that prompt appears in the trace.log. Notes: If you are not sure of your NSD login or password, ask your Trouble Tracker System Administrator. The System Administrator can use the sysadm usermgmt program to reset your password if you have forgotten it. If you do not have an NSD login, the administrator can add one. You can check the login you are using by logging into a terminal connected to the Trouble Tracker processor. You can be sure you are using an NSD login if you can successfully log in and the following message is displayed. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEntering NSD Protocol c

After this message is printed on the terminal, the login enters the robust NSD protocol. Since the terminal type is not correct for the NSD protocol, you must turn off the terminal in order to log off.

The Network Status Display 6-13 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff You can perform the same test using a terminal emulator program running on the NSD PC. Instructions for using the MS-Windows terminal emulator, terminal.exe, are in the Microsoft Windows Operating Environment Manual, Desktop Application User's Guide . To use the terminal emulator you must change the Communications Settings.

Ð Set the baud rate to 9600 for a directly-connected or ISN NSD, or 1200 for a dial-in NSD.

Ð Set the connection to computer . bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

6-14 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Port Communications or Cabling Problem If the PC and the processor are not connected correctly, or the port is not enabled correctly, the command that fails is WAIT 20 "login" : . When this command succeeds, the NSD has reached the getty process and has recognized the string login:.

The Trouble Tracker System Administrator can check for a port communications problem using sysadm ttymgmt modtty. Check that the state is set to on, and the line setting is set for the correct speed (9600 baud for directly-connected or ISN NSD and 1200 baud for dial-in NSD). To check for a cabling problem, use the Windows Terminal Emulator as described above. You may also temporarily connect a terminal instead of the PC.

The Network Status Display 6-15 Trouble Tracker R1V5 Operations Manual, March 1994

Usingffffffffffffffffffffffffffffffffffffff the NSD After you have logged in, you can begin to use the NSD. You determine what is displayed on the screen and how it is displayed by selecting options from the two pull-down menus. The Tasks pull-down menu enables you to change the display hierarchy by creating products, clusters, and regions, and to change their positioning on the map. If you do not assign a product to a top level display, cluster, or region, the product does not appear on the display screen. You can save any changes you make so they are displayed automatically in subsequent work sessions. The information is stored on the processor and is backed up when you do a Full Data Backup of the Trouble Tracker database. The Customize pull-down menu enables you to change the color representation of alarms, draw or erase a map of the United States, and paste graphics from the clipboard. These menus and their options are discussed in the following pages. To select an option on any pull-down menu: Press the left mouse button on the menu name. Point the cursor to the desired selection in the pull-down menu. Press the left mouse button again.

Selecting a Menu The menu names appear below the NSD heading on your screen.

Procedure: Selecting an NSD Menu To select a menu: 1 Use the mouse to position the arrow on your choice, either Tasks or Customize . 2 Press and hold down the left mouse button and a pull-down menu is displayed. The Tasks pull-down menu is shown in Figure 6-6.

6-16 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NETWORK STATUS DISPLAY Tasks Customize

Request Product(s) Make Product(s) Create Cluster Create Region Release Product(s) Release Cluster(s) Release Region(s) Restore Top Level Save Display

FIGURE 6-6 NSD Display Showing the Tasks Pull-Down Menu

3 While holding down the left mouse button, drag the arrow down to the selection you want. 4 Release the button. The screen changes to display appropriate information.

If at any point you do not want to continue with an option, or if you change your mind about a selection during a procedure, position the arrow over the bbbbbbffffffc Cancel c icon, and click the left mouse button. Refer to Appendix D for more information regarding error messages. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

The Network Status Display 6-17 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Error Messages If you make an error when using the NSD, an error box appears in the center of the screen. The box contains a message and the cbfbbbfffOK c icon. For example, if you click the right mouse button on a cluster you have already maximized (enlarged), the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbZoom Already Performed for c

is the name of your cluster. To clear this message and return the screen to its previous state, position the arrow on the bfc bbbfffOK c icon and click the left button.

Scrolling the Display If you use your Windows software to split the PC screen to display more than one window, Trouble Tracker displays only the left-hand side or the top half of the United States map. To see the other half of the map, use the scrolling function to move the map from right to left or bottom to top until the desired portion of the map is displayed. To scroll with the mouse, use the scroll bars on the bottom and right side of the window. To move the map step-by-step across, or up and down, position the mouse pointer on the scroll bar arrow and click the left button. The map steps in the opposite direction of the arrow. To move the map in one large step, point the arrow to the scroll box (vertical or horizontal). Holding down the left button, use the mouse to drag the scroll box to the approximate desired position, and release the button. To move the map back to its original position, point the arrow above or below the vertical scroll box (or to the left or right of the horizontal scroll box) and click the left button.

6-18 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Ending a Work Session When you end a work session, remember that any products not assigned to the NSD display screens become inaccessible until they are requested again using the Request Products option in the Tasks pull-down menu.

Procedure: Ending an NSD Work Session When you are ready to end your work session with the NSD, follow these steps: 1 Position the arrow over the System Menu box that appears above Tasks and Customize in the upper left corner of the screen. 2 Press and hold down the left mouse button. A pull-down menu is displayed. 3 While holding down the left button, drag the arrow to the Close option. 4 Release the button. If you have made changes to your positioning, hierarchy, or preferences during this session without using the Save Display option to save them, the following message appears: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbWarning! Updates have not been saved. Do you wish to save them? Yes No c

5 If you receive the warning display, respond to the prompt. To save changes, position the arrow on Yes and click the left button. To end the session without saving changes, position the arrow on No and click the left button. If the background has been changed during the NSD session, it is saved automatically at the end of the work session; otherwise the background is not saved again. If you have saved product data on the NSD, the following message is displayed along with the gas gauge. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbPlease Wait c

This gauge fills in as the processing progresses. The program ends your session and returns you to the Program Manager in the Windows software. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

The Network Status Display 6-19 Trouble Tracker R1V5 Operations Manual, March 1994

Usingffffffffffffffffffffffffffffffffffffff the Customize Pull-Down Menu

The first time you select Customize the following pull-down menu is displayed: bbbbbbbbbbbbbbbbbbbb c Alarm Colors c c Erase Background c bbbbbbbbbbbbbbbbbbbbc Paste from Clipboard c

Using this menu you can customize the NSD in these ways: Change the color corresponding to alarm severity ( Alarm Colors ). Erase the background map on the display ( Erase Background ). This option only appears if the background is currently displayed. Draw the United States map on the display ( Draw USA Map ). This option only appears if the map is not currently displayed. Note:

If you select the Erase Background option, the United States map or current background is deleted from the NSD display. The Customize pull-down menu also changes when the background is deleted as shown in the following menu: bbbbbbbbbbbbbbbbbbbbb c Alarm Colors c c Erase Background c bc bbbbbbbbbbbbbbbbbbbbPaste From Clipboard c

Paste from the clipboard ( Paste From Clipboard ).

If you want to save the preferences so they apply to your next work session, use the Save Display option from the Tasks pull-down menu. Otherwise, any changes you make apply only to the current work session. When you log in again, the network display screens will contain the default colors. The Customized options are applied to your login. Therefore, if you use your login on a different terminal, you still retain your customized options.

Alarm Colors The standard display uses four colors (green, yellow, orange, and red) to indicate the status of your network products. At the start of any work session, you can change any or all of these colors to suit your needs or the needs of your users.

Procedure: Changing NSD Colors To change the colors of the display, follow these steps: 1 Position the arrow and select the Alarm Colors option from the Customize pull-down menu. The screen is displayed in Figure 6-7.

6-20 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NETWORK STATUS DISPLAY Tasks Customize

Go Clear ...... Warning Use Right Button Minor In The Appropriate Box Major To Cycle Through Colors.

FIGURE 6-7 NSD Showing Alarm Color Selection Box

2 Position the arrow on the severity level you want to change (clear, warning, major, or minor). 3 To cycle through the available color choices, click on the right button. The color bar changes color with each button click. Stop clicking when you see the color you want to use for that severity level. 4 Repeat Steps 2 and 3 for each severity level you want to change.

5 After selecting your colors, position the arrow on the bfc bbbfffGO c icon and click the left button. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Erase Background If the default map or another background is currently displayed and you want to turn it off, select Erase Background option from the Customize pull-down menu. Again, if you use the Save Display option, the map will not appear the next time you run the NSD. Take note of the grey bar that appears at the bottom of the NSD screen. The bar covers a small portion of the United States map. To remove the icon bar from the screen or display it again:

The Network Status Display 6-21 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Click on the up arrow ( ) in the upper right corner of the screen using the left Mouse button. Screen Response: The screen enlargens and the gray icon bar is deleted from the bottom of the screen. To redisplay the icon bar, click on the up and down arrows ( ) in the upper right corner of the screen display. System Response: The icon bar reappears at the bottom and the size of the NSD screen shrinks. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Draw United States Map By default the background on the NSD screen is the United States map designed by Zenographics (PIXIE). If you have removed this background map and wish to restore it to the screen, select Draw USA Map from the Customize pull-down menu. There are several graphics drawing packages that can be used to modify the map. Contact your AT&T Representative for more details. If you use the Save Display option to save the display, the map automatically appears whenever you run the NSD.

Pasting from Clipboard The Clipboard can be used to store a background to display on the NSD screen. Many different graphics software packages use the Program Manager Windows Clipboard as a temporary storage area. Refer to the User's Guide that comes with the graphics package you intend to use for information about the Paste from Clipboard feature. The example below uses the Paintbrush program that comes with the Windows software.

Sample Session: Creating a New Background Using Paintbrush

1 Log in to the NSD. 2 Select the Erase Background option from the Customize pull-down menu. 3 Minimize the NSD window by clicking the left mouse button on the down arrow ( ) icon in the upper right corner of the NSD window to iconize the NSD. The Program Manager window should be displayed and an icon of a United States map should be displayed at the bottom of the screen.

4 Click on the bbbbbfffffc MAIN c icon.

5 Open a Clipboard window by double clicking the left mouse button on the bfcbbbbbbbbbfffffffffCLIPBOARD c icon. 6 Minimize the Clipboard window by clicking the left mouse button on the down arrow ( ) in the upper left corner of the Clipboard window. A Clipboard displays at the bottom of the screen.

6-22 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

7 Open a Paintbrush window by double clicking the left mouse button on the cbbbbbbbbffffffffpaintbrush c icon. A Paintbrush window is displayed.

Ð Maximize the Paintbrush window by clicking the left mouse button on the up arrow ( ) icon in the upper right corner of the Paintbrush window. The icon changes to an up arrow and a down arrow. 8 Select the New option from the File pull-down menu. 9 Draw the picture you want on the NSD screen. If you want the drawing to appear in a particular position on the NSD screen, for example in the center, then you must use (pad) the white area to the left of the drawing; otherwise the drawing is displayed as left-justified on the NSD screen. An inconspicuous way of padding this area is to border the screen or put a dot in the upper left corner.

10 Select Save As from the File pull-down menu, enter a filename, then press RETURN . The file is saved with a .bmp file extension. 11 Select the Pick Toll Rectangle from the tools and shapes work area, and select the entire screen. 12 Select Copy from the Edit pull-down menu. This places the contents of the screen in the Clipboard window. Check the Clipboard window to make sure that the drawing is there by minimizing the Paintbrush window and double clicking the left mouse button on the cbfbbbbbbbfffffffClipboard c icon. 13 Minimize the Clipboard window and maximize the NSD window by double clicking the left mouse button on the cbfbbbbbbbfffffffUSA Map c icon. 14 Select Paste From Clipboard from the Customize pull-down menu. 15 Position the products, regions, and clusters, and then position and size the zoom boxes appropriately. 16 Select Save Display from the Tasks pull-down menu. The Data Transfer Status message box is displayed to show the data is being saved. 17 Log off the NSD, then log back in. The Data Transfer Status message box is displayed to show the saved data is being transferred, and the NSD screen is displayed with the design. Notes:

When Erase Background is selected from the Customize pull-down menu, the background is not copied to the Clipboard. The contents of the Clipboard are retained until the PC is turned off, Windows is exited, or a software package writes over the contents in the Clipboard (for example, by using the copy option of WRITE or NOTEPAD). If a software drawing tool that provides predrawn figures is available on the PC, follow the instruction for the software package to copy them to the Clipboard and perform the instructions as detailed above. Make sure the drawing tool can copy the image in a metafile or bitmap format.

The Network Status Display 6-23 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Figures that are developed on another PC can be used as NSD backgrounds as long as they can be copied to the clipboard. This means that the graphics software package used to develop the figure must be loaded on the PC that the NSD resides on. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

6-24 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994

Usingffffffffffffffffffffffffffffffffffffff the Tasks Pull-Down Menu The Tasks pull-down menu enables you to set up and use the NSD in the following ways: Request an individual product for displaying on the NSD ( Request Product(s) ). Assign an individual product to the top level display ( Make Product(s) ). Assign a group of products to a cluster ( Create Cluster ). Assign a group of products or clusters to a region ( Create Region ). Add products to an existing cluster or region ( Edit cluster name/region name ). Note: Only appears after you select a region and/or cluster to edit. Release products that have been assigned to clusters or regions so you can reassign them ( Release Product(s) ). Release clusters that have been assigned to regions so you can reassign them ( Release Cluster(s) ). Release regions so you can reassign them ( Release Region(s) ). Restore the top level display ( Restore Top Level ). Save changes made to the display ( Save Display ). When you select the Tasks option, the options appear on a pull-down menu. Each option is discussed below.

Requesting Products To Display Products maintained by Trouble Tracker are displayed on the screen as requested. Only the products that are requested using the Request Products option are available to be assigned to clusters and regions and for display. Before requesting a product to display on the NSD, get a list of the maintained products from the System Administrator or run a maintained products report.

Procedure: Requesting Products on the NSD To request products for display, follow these steps: 1 Position the arrow and select Request Product(s) from the Tasks pull-down menu. The screen is displayed as shown in Figure 6-8.

The Network Status Display 6-25 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NETWORK STATUS DISPLAY Tasks Customize

Go Cancel

Please Enter The Names Of The Maintained Products You Wish To be Uploaded. Use ` * ' For Wildcard

FIGURE 6-8 NSD Display Showing the Request Product(s) Box

2 Enter the name(s) of the maintained products you want to display on the NSD.

Ð Use the asterisk as a wild card. For example, use *75* to make all the System 75s available for display.

Ð Once a maintained product has been requested, if you request it again the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbNo Products Found To Match Request c

For example, this message is displayed if you request a product called chic85, and chic85, has already been requested.

3 Position the arrow on the bfc bbbfffGO c icon and click the left mouse button. If the requested product is external equipment and the maintained product it is associated with it is already assigned to the top level display, or to a region or cluster, the external equipment is automatically displayed and connected with a dotted line to the associated top level display, region, or cluster.

6-26 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

4 The following message is displayed with the gas gauge: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbMaintained Products Data Now Being Transferred. Please Wait... c

The gas gauge fills in as processing progresses. When the NSD is rebooted, the requested products that have not been assigned to the top level display or regions or clusters become unavailable for display until they are requested again. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Make Products The top level display shows the status of your network at the highest level of the display hierarchy. You may want certain individual products to display at this level if they are critical to your operation. To select individual products for top level display, select the product using the Make Product option. Once an individual product is assigned to the top level, this product cannot be assigned to any region or cluster.

Procedure: Selecting Products on the NSD To identify products for the top level display, follow these steps: 1 Position the arrow and select the Make Product option from the Tasks pull-down menu. The screen is displayed as shown in Figure 6-9.

The Network Status Display 6-27 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NETWORK STATUS DISPLAY Tasks Customize

Use Left Button to Double Go Cancel Click on the Product(s) You Want To Create akron85 cleve75 greenap16 green3b5ap greendim newyork85

FIGURE 6-9 NSD Showing the Make Product Box

The screen shows all products that are available (from Request Products ) to be assigned as Top Level products. This does not include external equipment. To view additional names, position the arrow on the scroll bar on the side of the box and click the left button. 2 Position the arrow on the name you want and double click the left button. The program moves the product name from the left-hand box to the right-hand box. 3 Repeat this step for all products you want to assign to top level display. If you change your mind after you have moved a product, position the arrow on the product name and double click the left button. The product moves back to the left-hand box.

4 Position the arrow on the bfc bbbfffGO c icon and click the left button. The product(s) are displayed on the screen as PBX or nonPBX icons placed one under the other in the default position near the upper left corner. 5 To position the product(s) correctly on the screen or the United States map, point the arrow to the bfc bbbbbbbfffffff c icon. Hold down the left button as you use the mouse to move the icon into the correct position on the screen, then release the button. If there is network connectivity information in the database, the program draws a line between related products when they appear on the screen.

6-28 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

6 To save this information for subsequent sessions, select Save Display from the pull-down menu. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Creating Region/Cluster on the NSD If your company has products located across the country, you may want to identify them by regions, or group them into clusters. A cluster is created by grouping products together and assigning them a cluster name. A region is created by grouping clusters or products in the same way. You can only assign products and clusters that have not already been selected as top level products or included in other clusters or regions By grouping products and clusters together, you can easily get a snapshot of your network's status on the display screen. If there is a problem in one cluster or region, you can quickly zoom in on the cluster or region to view its component clusters or products. For example, if you notice a cluster appears in red, indicating it has a major alarm, you can display the cluster's component products to identify the source of the problem.

Procedure: Creating a Cluster To assign products to a cluster, follow these steps: 1 Position the arrow and select the Create Cluster option from the Tasks pull-down menu. The program displays a box containing a list of available names on the left (from Request Products ), and an empty box on the right. The left-hand box does not include products that have already been selected for top level display. 2 Position the arrow on the names you want to include in the cluster and double click the left button. The program moves the names you select from the left-hand box to the right-hand box. 3 If you decide that a selected product should not be included in the cluster, position the arrow on the product name in the right-hand box and double click the left button. The product moves back to the list of available products.

4 Move the arrow to the bfcbbbbbbbbbbbfffffffffff c box and click the left button to create a cursor. 5 Enter a name for the cluster you have created. You can use up to 13 characters to create a name.

6 Position the arrow on the bfc bbbfffGO c icon and click the left button. The cluster is displayed on the screen in the default position. External equipment to the product is automatically assigned to the cluster to which the product itself is assigned and is displayed when the cluster is zoomed on. 7 To position the cluster correctly on the screen or the United States map, point the arrow to the cbbbbbbbfffffff c icon. Hold down the left button as you use the mouse to move the icon into the correct position on the screen, then release the button.

The Network Status Display 6-29 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

8 To save this information for subsequent sessions, select Save Display from the pull-down menu. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Procedure: Creating a Region on the NSD To create a region, follow these steps: 1 Position the arrow and select the Create Region option from the Tasks pull-down menu. The screen displays the available products and clusters in a box on the left-hand side (from Request Products ), and an empty box on the right-hand side. The left-hand box does not include products or clusters already assigned as top level displays or clusters, or clusters already assigned to regions. 2 Position the arrow on the names you want to include in the region and double click the left button. The program moves the selected names to the right-hand box. 3 If you decide that a selected product or cluster should not be included in the region, position the arrow on the product or cluster name and double click the left button. The product or cluster moves back to the list of available products. 4 Move the arrow to the Region Name box, and click the left button to create a cursor. 5 Enter a name for the region. You can use up to 13 characters.

6 Position the arrow on the bfc bbbfffGO c icon, and click the left button. The donut icon that represents the region is displayed in the default area on the display. External equipment to the product is automatically assigned to the region to which the product itself is assigned and is displayed when zoomed on. 7 To position the region correctly on the screen or the United States map, point the arrow to the region icon. Hold down the left button as you use the mouse to move the icon into the correct position on the screen, then release the button. 8 To save this information for subsequent sessions, select Save Display from the pull-down menu. The next figure shows a sample NSD screen after products, clusters, and regions have been created and positioned.

6-30 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

maximize System Menu Box Pull-down menu options iconize

NETWORK STATUS DISPLAY Tasks Customize

. newyork wall85 . .. park75 test75 blue 75 .. ..

circleap16

west

FIGURE 6-10 NSD Showing Products, Clusters, and Regions bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Procedure: Zooming In On a Cluster or Region To zoom in on a cluster or region and view its component products, follow these steps: 1 Position the arrow on the appropriate region or cluster of the NSD. 2 Click the right button on the mouse. The program zooms in on the region or cluster and displays its component products in a zoom box in the center of the screen. If there is network connectivity between the component products, a line is displayed between them. Refer to "Working With Network Connectivity" later in this chapter for information on zooming in on these lines. For example, if you clicked on the cluster called northeast , the screen would appear as shown in Figure 6-11.

The Network Status Display 6-31 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NETWORK STATUS DISPLAY Tasks Customize

northeast blue 75 northeast

nydim nj75 west ny85

FIGURE 6-11 NSD Showing the Northeast Cluster

3 To change the size or move the zoom box, refer to the detailed operating instructions in the MS-Windows documents. 4 To change the position of products within the zoom window, point the arrow to the product icon. Hold down the left button as you use the mouse to move the icon to the correct position on the screen, then release the button. The Save Display option saves the size and position of the zoom boxes and the product icons within the zoom boxes. 5 To edit the cluster or products displayed within a zoom window, use the Edit Cluster/Region function. This is explained in "Procedure: Editing a Cluster or Region" later in this chapter. 6 To further zoom in on a cluster, position the arrow on the cluster icon and click the right button. The program creates a new window for the cluster's component products. You can then change the size or position of the window or the products within the window.

6-32 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

7 To return to the top level display, select Restore Top Level from the Tasks pull-down menu, or position the pointer on the System Menu box in the upper left corner of the window and double click the left button. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Releasing Product/Cluster/Region This option is used in two ways: To release products from top level display, thereby removing them from the NSD To release products from a cluster so that they can be be reassigned to a different cluster

Procedure: Releasing Products on the NSD To release a product, follow these steps: 1 Position the arrow and select the Release Product option from the Tasks pull-down menu. The program displays a list of all assigned products. 2 Position the arrow on the names you want to release and double click the left button.

3 When you have finished selecting names, position the arrow on the bfc bbbfffGO c icon and click the left button.

Note: The Release Product option does not remove the product from the Maintained Products database. The products are now available to be assigned to the top level display or to another cluster or region. When all products in the cluster or region are released, that cluster or region is automatically removed from your NSD. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

The Network Status Display 6-33 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Releasing Clusters on the NSD This option is used to remove a cluster from the NSD, thereby freeing all the component products to be reassigned as top level products or to other clusters. To release a cluster, follow these steps: 1 Position the arrow and select the Release Cluster(s) option from the Tasks pull-down menu. The program displays a list of all assigned clusters. 2 Position the arrow on the cluster names you want to release and double click the left button.

3 When you have finished selecting names, position the arrow on the bfc bbbfffGO c icon and click the left button.

The products are now available to be assigned to another region, and their component products can be assigned to another region or cluster or as top level products. When all clusters in a region are released, that region is automatically removed from your NSD. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Procedure: Releasing Regions on the NSD This option is used to remove a region from the NSD, thereby freeing all the component products and clusters to be reassigned as top level products or to other clusters or regions. To release a region, follow these steps: 1 Position the arrow and select the Release Region(s) option from the Tasks pull-down menu. The program displays a list of all assigned regions. 2 Position the arrow on the region names you want to release and double click the left button.

3 When you have finished selecting names, position the arrow on the bfc bbbfffGO c icon and click the left button. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

6-34 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Editing a Region or Cluster on the NSD If you want to change the products associated with a cluster or region, follow the steps below. The same procedure is used to edit a cluster on the NSD or within a zoom window. 1 Position the arrow on the of the cluster or region you want to edit, then simultaneously press SHIFT and click the left button. The cluster or region name is highlighted. 2 Select the Tasks option. When the pull-down menu appears, a new option called Edit is displayed (where is the name of the highlighted region or cluster) 3 Select the Edit option from the menu. The screen displays the region or cluster name and two boxes. The left-hand box contains the names of available products. The right-hand box contains the names of the products currently in the cluster or region you want to edit. 4 To move an available product into the cluster or region, position the arrow on the correct name in the left-hand box and double click on the left button. 5 To remove a product from the cluster or region, position the arrow on the correct name in the right-hand box and double click on the left button. If you change your mind after you have moved a product, position the arrow on the product name and double click the left button. The product moves back to the other box. You must leave at least one product in the cluster or region. If you try to remove all the products, the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbPlease Select One Item to Belong to c

If you want to delete the entire cluster or region, see "Procedure: Releasing Products" earlier in this chapter.

6 When you are finished moving products, position the arrow on the bfc bbbfffGO c icon and click the left button. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Restoring the Top Level Whenever you have completed the processes of creating clusters or regions, releasing products, or zooming in on clusters or regions, you can return to the top level display by selecting the Restore Top Level option.

The Network Status Display 6-35 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Saving the NSD Display To save changes made to the display during a work session for all subsequent work sessions, select Save Display from the Tasks pull-down menu. You can do this at any time during a work session. The command saves changes made to customized preferences or the positioning and hierarchy of products for your login. If you log in to another terminal using your login, your customized preferences are displayed. The information is stored on the Trouble Tracker processor, not on the PC, so it is backed up when you do a full data backup of the Trouble Tracker database. The Save Display option saves the position of products within zoom boxes and the position and size of the zoom boxes if you changed that. If you attempt to end a work session without saving changes, a warning message is displayed that asks you whether or not you want to save the changes. If changes are made to the background, the NSD automatically saves the changes, otherwise the background is not saved each time the NSD is exited. See "Ending a Work Session" earlier in this chapter for details. If changes are made to the network connectivity information in the Trouble Tracker database, the Trouble Tracker user should run the Audit Database utility, then the NSD user should log off and log back on to the NSD. Changes to the NSD cluster, region, node, and connectivity information do not affect the Maintained Products or network connectivity information in the Trouble Tracker database.

6-36 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994

Workingffffffffffffffffffffffffffffffffffffff With Network Connectivity If there is network connectivity information in the Trouble Tracker database, lines are drawn between the related products when they are displayed on the NSD. The lines represent at least one trunk connection between nodes, and the lines that connect clusters or regions may represent several trunk connections. Each trunk connection represents several circuit connections. Trunk Zoom allows you to zoom in to display the status of all the trunk and circuit connections.

Procedure: Zooming in on NSD Connectivity Lines You can zoom in on any Network Connectivity line displayed either on the Top Level display or lower level zoom boxes. Refer to Figure 6-12 as you read the following procedure. 1 Position the arrow on the appropriate Network Connectivity line and press the right mouse button. A dialog box with detailed connectivity information is displayed as shown in Figure 6-13. The information displayed depends on the objects connected. If the network connectivity is between regions or clusters, the node-to-node trunk connection information displays on the Product Connection Display. You can then choose to display any of the lower level circuit-to-circuit connections by selecting the appropriate Circuit Group Display. If the network connectivity is between two nodes, the lower level circuit-to-circuit information displays immediately on the Circuit Group Display.

PRODUCT CONNECTION DISPLAY CIRCUIT GROUP DISPLAY

cluster1<--->cluster2 node3<---->node4 ...... 100% 3 100% 3 ...... node3<--->node4 (CLR) . 789 (CLR) node5<--->node6 (CLR) 0% 0 456 (CLR) 0% 0 node7<--->node8 (CLR) 123 (CLR) 0% 0 0% 0 0% 0 0% 0 TOTAL 3 TOTAL 3 view circuit OK OK

FIGURE 6-12 Node-to-Node and Circuit-to-Circuit Dialog Boxes

2 The Product Connection Display shows all of the node level connections represented by the Connectivity line selected. The two connecting cluster or region names are displayed at the top of the Dialog box. The list box contains the node-to-node names associated with each trunk connection and the status of the trunk.

The Network Status Display 6-37 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff To display the Circuit Group Display from the Product Connection Display, scroll down to the appropriate node-to-node connection in the list box, and then do one of the following:

Ð Double click the left mouse button

Ð Click the left mouse button on the appropriate node-to-node, then click the left mouse button on the cbfbbbbbbbbffffffffView Circuit c icon 3 The Circuit Group Display shows all of the circuit connections represented by the Product Connection Display list item selected, or all of the connectivity between two nodes on the NSD. The two connecting node names are displayed at the top of the Dialog box. The list box contains the connectivity IDs and the status of the circuit. 4 The four number pairs summarize the percentage and actual number of trunks or circuits listed that are clear or have major, minor, and warning alarms associated with them. The TOTAL displayed is the total number of trunks or circuits associated with the Group Display.

2 4 3

NETWORK STATUS DISPLAY Tasks Customize

PRODUCT CONNECTION DISPLAY CLUSTER1 cluster1<--->cluster2 ...... node3<--->node4 (CLR). 100% 3 node5<--->node6 (CLR) 0% 0 1 node7<--->node8 (CLR) 0% 0 0% 0 CLUSTER2 TOTAL 3 view circuit OK

CIRCUIT GROUP DISPLAY node3<---->node4 789 (CLR) 100% 3 456 (CLR) 0% 0 123 (CLR) 0% 0 0% 0 TOTAL 3

FIGURE 6-13 Region-to-Cluster/Trunk and Circuit Dialog Boxes

6-38 The Network Status Display Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

Figure 6-13 shows the Circuit Group dialog box associated with node3<--->node4 from the Product Connection dialog box associated with cluster1 and cluster2.

5 To close the Dialog box position the arrow on the bfc bbbfffOK c icon and press the left mouse button. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

The Network Status Display 6-39 Trouble Tracker R1V5 Operations Manual, March 1994

Theffffffffffffffffffffffffffffffffffffff Emulator The Emulator enhances the NSD PC so that it can also be used as a Trouble Tracker workstation. Using the Emulator, you can access the Trouble Tracker system from the NSD without logging out of the NSD.

Procedure: Using the Emulator from NSD

1 From the Program Manager window, double click on the cbbbbbfffffMAIN c icon at the bottom of the display.

2 Next, double click on the bfcbbbbbbbbbfffffffffFile Manager c in Main. 3 Locate the Windows directory and double click on it. 4 Locate emulator.exe and double click on it. 5 The first time the Emulator is run, select RS232 from the Communications pull-down menu. Verify the communications settings. Make any changes necessary for these settings.

6 Select Break from the Communications pull-down menu and press RETURN to start communication. 7 Use the Emulator as a 513-type terminal. 8 To cut-through to a System 75 using the Emulator, select S75 from the PF_Keys pull-down menu. Otherwise, the System 75 cut-through functions are inaccessible. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

6-40 The Network Status Display ffffffffffffffffffffffffffffffffffffffCustomizing Trouble Tracker Files

This section explains how to customize Trouble Tracker files. "Customizing Trouble Tracker Files" explains how to customize screens, menus, reports, and forms. "Permissions and Security" explains how to change user permissions to access menus and files on your system. Each section includes an example of the changes required to customize files and permissions. You can customize Trouble Tracker's screens, reports, menus, and forms with INFORMIX-RDSQL. This section explains the Trouble Tracker database structure and files, what changes you can make to them, and the procedure for loading customized files using the command ttinstall. Note: Only users experienced with INFORMIX-RDSQL and UNIX should attempt to create customized files. The INFORMIX Reference Manual and the INFORMIX User Guide explain RDSQL and the specific perform and ace commands used to create or modify screens and reports. Follow the procedures outlined in this section to create and install customized files. Do not use INFORMIX isql commands. Trouble Tracker is designed so you can easily install your customized files and reload them if AT&T changes the standard Trouble Tracker software. However, AT&T's support of Trouble Tracker does not include support of your customized files.

Customizing Trouble Tracker Files 7-1 Trouble Tracker R1V5 Operations Manual, March 1994

Troubleffffffffffffffffffffffffffffffffffffff Tracker Structure Trouble Tracker's tables, menus, reports, and forms use INFORMIX-RDSQL statements. Database files are stored under the home directory of the Trouble Tracker administrative login, defined by the environment variable in the .profile of the administrative login. This is defined as $TTASDIR. Table 7-1 shows the structure of the three subdirectories under $TTASDIR.

TABLE 7-1 Trouble Tracker Database Subdirectories bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Directoryc Contents c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c adatabase c AT&T-delivered source for c c c tables, forms, reports, c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc menus, and menu items c c database c Current database source, c c c compiled versions, and c c c ttas.dbs c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc cdatabase c Customized source c adatabase Contains the source for all AT&T-delivered tables (.sql extension), forms (.per extension), reports (.ace extension), menus (.mnl extension), and menu items (.mil extension). When Trouble Tracker is initially installed, this source exactly matches the source in the database directory. This is a read-only directory and you must not touch the files in this directory. cdatabase Contains the source for all customized tables (.sql extension), forms (.per extension), reports (.ace extension), menus (.mnl extension), and menu items (.mil extension). When Trouble Tracker is initially installed, this directory is empty. When customized files are installed using the ttinstall command, the source is stored here, and a copy is placed and compiled in the database directory. database Contains the current source for tables (.sql extension), forms (.per extension), reports (.ace extension), menus (.mnl extension), and menu items (.mil extension), as well as the compiled forms (.frm extension) and reports (.arc extension). When Trouble Tracker is installed, files are examined and combined into a file (schema.sql) that creates the database. The INFORMIX database is created in a sub-directory under database called ttas.dbs. When customized files are loaded using the ttinstall command, they are added to this directory and compiled if necessary.

7-2 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994

Legalffffffffffffffffffffffffffffffffffffff Customization Table 7-2 lists the changes you can make to tables, screen forms, reports, menus, and menu items. See "Trouble Tracker Database Files" later in this chapter for a list of all database files.

TABLE 7-2 Customization Allowed to Trouble Tracker Database Files bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbFilec Descriptionc DO NOTc You May c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c Tables c One for each Trouble c Delete columns, change c Add columns, add new c c (.sql extension) c Tracker table. Includes c column length, change c indexing, create new c c c information about c the order of columns, c tables. c columns and indexes for rename columns, change c c c c Change the file c that table. indexing. c c c c zzgrant.sql to change c c c c Modify the file c user permissions. See c c c c AAdbb.sql. This file c "Permissions and c c c c creates the Trouble c Security." c c c c Tracker database during c c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c installation. c c c Screen Forms c One for each Trouble c Delete any form, delete c Add fields to forms, c c (.per extension) c Tracker PERFORM c fields from forms, c create new forms. Add c c c screen form. Includes c change calls to c calls to your own c c c the screen layout, field c subroutines that provide c subroutines for your c c c prompts, acceptable c control after updates. c new forms. c c c field entries, and calls to c c c Add calls to your own c c subroutines when fields c c c subroutines for existing c c are updated. c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c forms. c c c Reports c Source code for each c Delete any rte*.ace c Add new reports, c c (.ace extension) c standard Trouble c files (used for routing to c change any of the c c c Tracker report. c mail, terminals, or c prompts for selection c c c c printers) c criteria and printing, c c c c c delete fields from, or c c c c c add fields to, reports. c c c c c Change rteair.ace or c c c c c rteairc.ace files, if you c c c c c have ACCUMASTER c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c Integrator 1.0. c c c c c c c Menus and Menu Items c One .mnl file for each c c Add menu items to c c (menus-.mnl extension) c Trouble Tracker menu. c c existing menus, create c c (menu items-.mil extension) c Menu items are listed in c new menus. the .mil files in c c Delete menus or menu c c alphabetical order. c c c c c c c items if you do not want c c c c c to use them. c c c c c Change a login's access c c c c c to menus or menu items. c c c c c See "Permissions and c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c Security." c

Customizing Trouble Tracker Files 7-3 Trouble Tracker R1V5 Operations Manual, March 1994

Procedure:ffffffffffffffffffffffffffffffffffffff Installing Customized Files This section outlines the steps needed to customize the database files. 1 Create or modify the files to be customized. To add columns to a table, copy the file (.sql extension) to be customized from the database directory to a directory on your login. (You are responsible for deciding where to put the files, for keeping track of them, and for backing them up.) Edit the file using vi, ed, or ex to add the new columns. See "Using RDSQL" in the INFORMIX User Guide and "RDSQL Query Language" in the INFORMIX Reference Manual. To add a new table, create your own .sql file. To add fields to a screen form, copy the screen form (.per extension) to be customized from the database directory to a directory on your login. Edit the file using vi, ed, or ex to add the new field, prompt, and any screen help messages. See "Formbuild" in the INFORMIX Reference Manual. To add a new screen, create your own .per file. To modify an existing report, copy the report (.ace extension) to be customized from the database directory to a directory on your login. Edit the file using vi, ed, or ex to add or delete fields. See "The ACE Report Writer" in the INFORMIX Reference Manual. Do not compile the .ace file. To create a new report, use the ACE report writer, explained in the INFORMIX Reference Manual. The best way to do this is to copy an existing .ace file to your login, give it a unique name, and use it as a template for the new report. Do not compile the new .ace file. To add a new menu item, create a .mil file that contains only the new menu items. To have your new items appear after the standard menu items, name your new file so its first letter comes alphabetically after Trouble Tracker's menu items file attitems.mil. 2 Back up all the source from your working directory to a diskette. Keep the diskette with the Trouble Tracker software diskettes. Use it to restore the customized source in case of a serious hardware problem. 3 Load your customized files to the database using the ttinstall command. The utility installs your source files to the cdatabase directory, and installs and compiles your source in the database directory. The utility prompts you as it runs, and always provides the option of aborting the installation and returning your old files.

7-4 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff From the UNIX shell, enter ttinstall to run the program to install customized files. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c ***************Welcome to the Customization Installation Utility********* c c This procedure installs your customized files: schema (*.sql), screens (*.per), reports (*.ace), c c menus (*.mnl) and menu items (*.mil). c The first step is to enter the names of all the items c you want to install. When you enter all the names and c start the load procedure, the system creates a temporary database c to test them. If you are satisfied with the changes, c they can be permanently incorporated into your system. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 7-1 ttinstall - Welcome Screen

Enter c to continue or a to abort the utility. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c At the prompt, enter the full path name of the file(s) to be installed. c File name(s) MUST have suffix of .sql or .per or .ace or .mnl or .mil. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbAfter the last file name is entered, type 'c' and to continue. c

SCREEN 7-2 ttinstall - File Name Prompt

Enter the full path name(s) of the file(s) to be loaded. The procedure is designed to accept all the changes or abort all of them. If you have made changes to several files, it may be faster to load them all at once, but safer to load them in small groups or even one at a time. Files that depend on each other must be loaded together in the correct order. For example, a table change and a new form that reflect the change must be loaded together, or the table must be loaded first. See the "Mapping of Tables to Screens" section later in this chapter. Check the file name you entered if the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbError copying file filename c

Customizing Trouble Tracker Files 7-5 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff The utility copies your files into a temporary database. If there are changes to tables or menus, a message is displayed that explains whether the table, menu, or menu item is new or is replacing the AT&T version. The next message is displayed if you changed menus or tables: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c Database schema and/or menus have changed. c c The Customization utility will now c bring the system down, do a full data backup, c and remove, re-create and restore the database. c c If problems are encountered during these steps due to incorrect schema or menu changes you've made, c c you can abort the procedure when prompted, and restore the old database schema and menus. c c To continue you will need a backup media. Do you want to continue? c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 7-3 ttinstall - Backup Warning

If you do not want to bring Trouble Tracker down at this time, or if you do not have backup media available, enter a to abort. To continue, enter c . The utility brings down Trouble Tracker and invokes the Full Data Backup utility. This utility prompts you to insert backup media. If there is any problem with the backup, the customization utility aborts. The next message is displayed when the backup completes: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c The Customization utility will now remove your old database c c and recreate a new one with the new schema and/or menus. If isql displays any problems with the new schema and/or c c menus, you will be able to abort the procedure c to back out the changes and restore c the old database menus and schema. c c Do you want to continue? cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 7-4 ttinstall - Schema Rebuild Warning

7-6 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Enter c to continue. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Removing the old database c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbRebuilding the new database c

After these two messages appear, the system compiles the INFORMIX files, if necessary. The output from the INFORMIX database build is displayed. If errors were displayed, enter a to abort the procedure at the prompt shown in the next screen. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c IF ANY ERRORS WERE DISPLAYED BY ISQL YOU SHOULD ABORT THE c PROCEDURE AT THIS POINT. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 7-5 ttinstall - Errors Warning

If you abort the procedure, the system rebuilds and restores your old database. To check your errors, see "Procedure to Debug Customized Files" following this procedure. If there were no errors, enter c to continue. System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c The Customization utility will now reload your data c into the new database. If problems are encountered, c c press ~~to abort this procedure. If you abort the procedure, the Customization c c utility will rebuild and restore the old database. cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc~~

SCREEN 7-6 ttinstall - Reload Warning

Customizing Trouble Tracker Files 7-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff The Customization utility invokes the Restore From Backup utility to reload your data into the new database and compile your new files. Any compilation errors are displayed. The database is audited. If errors are detected you are given the option of aborting ( a ) and restoring the old database. System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c Your changes have now been applied to a temporary area. c You can now choose to install the changes, abort the c procedure, or view the changes before installing them. c c to install, v to view or a to abort c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 7-7 ttinstall - Installation Prompt

To abort your changes, enter a . Your old database is rebuilt, and any data is restored. To view your changes and then return to this routine to install or abort them, enter v . System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c You have asked to view your new screens, c c reports, menus, and menu items before deciding c whether to install or abort your changes. c When you type 'c', you will be put into your c c new system's main menu. You can check your new menus, screens or reports. c c When you are finished, exit from the main menu. You will be returned to this utility c c to either complete your installation or abort your changes and restore the old database. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 7-8 ttinstall - Viewing New Files

Enter c . Trouble Tracker's Main Menu is displayed. Check the new menus, screens, or reports, then type e to exit the Main Menu. System Prompt: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbPlease decide whether to install or abort your changes c

Enter i to install the changes or a to abort them.

7-8 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff To install your changes, enter i . System Message: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c Changes have been successfully installed. c You must log completely out then log back in c for all of the changes to take effect. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbRestarting Trouble Tracker. c

SCREEN 7-9 ttinstall - Installation Message

Customizing Trouble Tracker Files 7-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Procedure: Debugging Customized Files If your customized tables or menus had errors and you aborted the ttinstall procedure, the Trouble Tracker database was restored to its previous state. However, the temporary directory $TTASDIR/tmpdb still contains a copy of the database including your customized changes. Use this temporary directory to debug your errors. 1 Enter cd $TTASDIR/tmpdb to change directories. 2 Enter rm -rf $TTASDIR/tmpdb/ttas.dbs to remove the partially built database. 3 Enter isql

7-10 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994

Exampleffffffffffffffffffffffffffffffffffffff of Customized Files This example shows the changes made to database files to add a field to the Maintained Products table and screen, and to have a new Cluster Report appear as a menu option for user perm.

Customized Table and Screen Form This example shows modifications to the Maintained Products table ( products.sql) and screen form (products.per) to add a field and prompt enter the product's NSD cluster. The field name p_clus and specifications for that field were added to the schema file products.sql, shown in the next screen. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c { c database/products.sql 2.7 of 1/21/92 c c @(#)database/products.sql 2.7 c c } create table products ( c c p_name char(13) not null, { user's name for the product} [FIELD NAMES DELETED FROM EXAMPLE] c c p_sname char(13), {R1V2, schedule name for the product } p_tmzone char(5), {R1V2, product time zone } c c p_clus char(13) {R1V2, NSD cluster name } ); c c create unique index pnameix on products (p_name); create unique index palrmix on products (p_alrmid); c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbcreate index snameix on products (p_sname); c

SCREEN 7-10 Example of Customized products.sql File

The field prompt CLUSTER NAME and user input instructions were added to the screen form products.per, shown in the next screen. This screen shows only the part of the file that defines the maintained products, and enough field prompts for you to see how the new prompt was added. The screen indicates where information has been deleted. The complete file includes the Routing Schedule form (since these files are linked as master and detail in the database), and instructions that contain error and help messages.

Customizing Trouble Tracker Files 7-11 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffffbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c { c database/products.pf 2.43 of 1/14/92 c @(#)database/products.pf 2.43 c } c database ttas c c screen c { c ------c MAINTAINED PRODUCTS Screen 1 of 1 c ------c Product Name:[pname ] REPAIR TIMES (HRS.) VENDOR SERVICE CONTRACT c Type:[tpe ] Major:[rep] Name:[wct ] c Alarm ID:[alarmid ] Minor:[rmn] Begin Date:[bdate ] c Release:[a] Warning:[rwn] End Date:[edate ] c Version:[b] Dimension Hardware Type:[c] c Feature Pack:[fp ] Time Zone:[tmz ] Remote Closure Allowed?[d] c c Issue:[issue ] c Contact Name:[cname ] Sched Name:[sname ] c Phone:[cphone ] LDN:[ldn ] c Prod Address:[address ] c CLUSTER NAME:[clus ] c [SILENT KNIGHT ALARM CHANNELS AND ROUTING DESCRIPTION SCREEN DELETED] c } c end c tables c products c routsched c c routing c end c attributes c c [FIELD PROMPTS DELETED FROM EXAMPLE] c edate = products.p_wcedate, reverse, format="mm/dd/yy", c comments = "Enter Product Service Contract End Date"; c clus = products.p_clus, reverse, c comments = "Enter NSD Cluster Name"; c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb[FIELD PROMPTS AND INSTRUCTIONS DELETED FROM EXAMPLE] c

SCREEN 7-11 Example of Customized products.per File

7-12 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Customized Menu Item for New Report In this example, the user has created a new .ace report called cluster.ace to show the cluster information now available on the Maintained Products screen. See "The ACE Report Writer" in the INFORMIX Reference Manual for information about creating a new report. Screen 7-12 shows a sample .mil file to add a menu item to display the Cluster Report as a menu option. To have the new items appear after the standard menu items, the new file was named so its first letter comes alphabetically after Trouble Tracker's menu items file attitems.mil (for example custitems.mil). bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbreports|19|Cluster Report|P|exec ttas_report cluster|| c

SCREEN 7-12 Cluster Report Menu Item

After creating the files .sql, .per, .ace, and .mil files, they must be installed using the ttinstall command.

Customizing Trouble Tracker Files 7-13 Trouble Tracker R1V5 Operations Manual, March 1994

Troubleffffffffffffffffffffffffffffffffffffff Tracker Database Files Tables 7-3 through 7-5 list the various Trouble Tracker Database files.

TABLE 7-3 Database Schema Files bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbFile Namec Definitionc Notes c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbSCHEMA FILES c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c AAdb.sqlc Creates Trouble Tracker databasec DO NOT MODIFY c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbalarms.sqlc Creates System Alarm Strategy table (alarms) c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbfaultlis.sqlc Creates Fault Tally List table (faultlist) c c c history.sqlc History Trouble Ticket table c If changed, also change c c c c snaptick.sql and c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c tickets.sql c c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbholidays.sqlc Creates Vendor Holiday Schedules table c c c item.sqlc Temporary Trouble Ticket routing c DO NOT MODIFY c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc information c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbportconf.sqlc Creates Port Configuration table (portconfig) c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c products.sqlc Maintained Products table c c c rcommand.sqlc Temporary Trouble Ticket routing c DO NOT MODIFY c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc information c c c request.sqlc Temporary Trouble Ticket routing c DO NOT MODIFY c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc information c c c c c c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbrouting.sqlc Routing Destinations table c c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbroutsche.sqlc Creates Routing Schedule table (routsched) c c c schema.sqlc Combines all schema information into one c DO NOT MODIFY c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc file c c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c service.sqlc Creates Vendor Service Schedule table c c c snaptick.sqlc Preopen Trouble Ticket table c If changed, also change c c c c tickets.sql and c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c history.sql c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbsysmenui.sqlc Creates menu items tablec DO NOT MODIFY c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbsysmenus.sqlc Creates main menu tablec DO NOT MODIFY c c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbthreshol.sqlc Creates Threshold table (thresholds) c c c tickets.sqlc Open Trouble Ticket table c If changed, also change c c c c snaptick.sql and c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c history.sql c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbtrunk.sqlc Network Connectivity table c c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c vendors.sqlc Vendors table c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbxnotes.sqlc Extra Notes table c c bcbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbzzgrant.sqlc Grant or revoke user permissions c c

7-14 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TABLE 7-4 Database Menu and Screens Forms Files bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbFile Namec Definitionc Notes c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c MENUS c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbattmen.mnlc Main Menu c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbattitems.milc Menu Items c c c c c c c SCREEN FORMS c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbalarms.perc System Alarm Strategy c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbfmfault.perc Fault Tally Display List c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbfmports.perc Port Configuration c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbhistory.perc Trouble Ticket History c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c holidays.perc Vendor Holiday Schedules c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbproducts.perc Maintained Products c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbrouting.perc Routing Destinations c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbservice.perc Vendor Service Schedules c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbthresh.perc Thresholds c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c tickets.perc Trouble Tickets c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbtrunk.perc Network Connectivity c c bc bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbvendors.perc Vendors c c

Customizing Trouble Tracker Files 7-15 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TABLE 7-5 Database Reports Files bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc File Namec Definitionc Notes c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c REPORTS c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc alarmid.acec Alarm ID c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc history.acec History Trouble Tickets c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c holidays.acec Vendor Holiday Schedules c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbjeopardy.acec Jeopardy Trouble Tickets c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbmtbf.acec Mean Time Between Failures c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc mtbfmttr.acec MTTR/MTBA/MTTC c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc mttc.acec Mean Time to Ticket Closure c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c mttr.acec Mean Time to Repair c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbopen.acec Open Trouble Tickets c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbports.acec Port Configuration c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbproducts.acec Maintained Products c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc routing.acec Routing Destinations c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc rteair.acec Routing for ACCUMASTER Integrator 1.0c DO NOT MODIFY c c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbrtemail.acec Routing to mailc DO NOT REMOVE c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbrteprt.acec Routing to printerc DO NOT REMOVE c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbrteterm.acec Routing to terminalc DO NOT REMOVE c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc sched.acec Routing Schedules c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc service.acec Vendor Service Schedules c c c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbshistory.acec Summary History Trouble Tickets c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbsjeop.acec Summary Jeopardy Trouble Tickets c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbsmtbf.acec Mean Time Between Failures- Connectivity c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc smttc.acec Mean Time to Ticket Closure - Connectivity c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc smttr.acec Mean Time To Repair- Connectivity c c c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbsopen.acec Summary Open Trouble Tickets c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbthresh.acec Threshold c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbtrkinfo.acec Trunk Information - Summary c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc trunk.acec Network Connectivity c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc vendors.acec Vendors c c

7-16 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994

Mappingffffffffffffffffffffffffffffffffffffff Screens to Tables Table 7-6 shows the screens and tables that are related in the Trouble Tracker database. If you add a column on a table or screen, add the column to the corresponding table(s) or screen.

TABLE 7-6 Screen to Table Mapping bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Menu Itemc Screen (.per)c Table (.sql) c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbFault Tally Display Listc fmfaultc products/faultlist c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbHistory Trouble Ticketsc historyc products/history/vendors/xnotes c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Maintained Products c productsc products/routsched/routing c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Port Configurationc fmportsc portconfig c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c Routing Destinationsc routingc routing c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbSystem Alarm Strategyc alarmsc alarms c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbThresholdsc threshc products/thresholds c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Trouble Ticketsc ticketsc products/tickets/vendors/xnotes c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Update Trunk Datac trunkc products/trunk/vendors c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c Vendorsc vendorsc vendors c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbVendor Holiday Schedulec holidaysc holidays c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Vendor Service Schedulec servicec service c

Customizing Trouble Tracker Files 7-17 Trouble Tracker R1V5 Operations Manual, March 1994

Permissionsffffffffffffffffffffffffffffffffffffff and Security Trouble Tracker provides four levels of security. Menu Selections Specify the menus and menu items that a login can access This is done by creating new menus, or by assigning a new Trouble Tracker (ttas) login its own subset of menus. Database Grant or deny user access to tables Permissions Access to Rows Grant or deny user access to specific rows within a table through INFORMIX user views UNIX Shell Grant or deny user access to the UNIX shell from Trouble Tracker Note: Customized files are installed through the UNIX shell command ttinstall. To protect your system from unauthorized customization attempts, use the procedures in this section to allow only authorized users to access the UNIX shell. The Trouble Tracker administrative login (usually ttas) is the only login with permission to change menu selections and grant or deny user permissions. All changes should be made in a separate user directory, and should be copied to a diskette for safekeeping. This section explains the procedures to assign each type of security.

7-18 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994

Menuffffffffffffffffffffffffffffffffffffff Selections Logins created using ttaslogin can view the full Trouble Tracker menus and have permission to access all Trouble Tracker tables and screens. To add a new login, see "Adding Trouble Tracker and NSD Logins" in the Trouble Tracker Installation Manual. The Trouble Tracker administrator can create customized menus accessible by all logins. This is done by creating or adding to the standard menu file (.mnl) and/or menu items file (.mil) and installing the new file using the ttinstall command. This is explained in the beginning of this chapter. To block a user's access to menus, the Trouble Tracker administrator creates customized .mnl and .mil for the user, and edits the user's .profile.

Menu Items File (.mil) The attitems.mil file contains all of the standard menu items for Trouble Tracker. If you cat the delivered source file in $TTASDIR/database/ , the first few lines would look like Screen 7-13. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c main|1|Trouble Tickets|P|exec ttasperform -q tickets|| c main|2|Reports|M|reports|| c c main|3|Trouble Ticket History|P|exec ttasperform -q history|| main|4|Utilities|M|utilities|| c c main|5|Displays|M|display|| c main|6|System Initialization|M|setup|| c main|7|Chart Preparation|M|charts|| c reports|1|Open Trouble Tickets - Detail|P|exec ttas_report open|| c reports|2|Open Trouble Tickets - Summary|P|exec ttas_report sopen|| c reports|3|Jeop Trouble Tickets - Detail|P|exec ttas_report jeopardy|| c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbreports|4|Jeop Trouble Tickets - Summary|P|exec ttas_report sjeop|| c

SCREEN 7-13 First Lines of the attitems.mil File

Each row in the file represents an individual menu item. Fields within the menu items are delimited with | . Field 1 (main in row 1 above) is the name of the menu item (up to 18 characters). Field 2 (1 in row 1 above) is an integer to number the item. The number does not necessarily determine the order of the menu items. Field 3 (Trouble Tickets in row 1 above) is the title of the item as it appears on the menu. Field 4 (P in row 1 above) indicates that the menu item invokes a process. An M in this field (such as in row 2 above) indicates that the menu item invokes another menu. Field 5 contains either the process or the menu that is invoked by the menu item. For example, in row 1 above field 4 is P, and field 5 invokes the process ttasperform -q tickets. In row 2 above, field 4 is M, and field 5 invokes the menu item called reports. Field 6 is blank.

Customizing Trouble Tracker Files 7-19 Trouble Tracker R1V5 Operations Manual, March 1994

Procedure:ffffffffffffffffffffffffffffffffffffff Blocking Access to Menu Items This procedure explains how to create a menu items (.mil) file for a user and block access to specific menu items.

Menu Items File (.mil)

1 Copy the attitems.mil file from the Trouble Tracker HOME directory (usually set to $TTASDIR/database) to your local directory using this command: cp $TTASDIR/database/attitems.mil directory/loginid.mil 2 Edit the file with vi, ed, or ex. 3 For menu items that invoke processes (P in field 4): To allow the user access to the menu item, add the user's login to the front of field 1 of the item. Do this for all menu items that the user has permission to access. To block the user from accessing the menu item, delete the entire line from the file. 4 For menu items that invoke another menu (M in field 4). To allow the user access to the menu item and all of the items in its submenu, add the user's login to the front of field 1 of the item. Do this for all menu items that the user has permission to access. Then delete all the individual items from the submenu. To allow the user access to the menu item and only some of the items in its submenu, add the user's login to the front of field 1 of the menu item. Then add the user's login to the front of field 1 of the individual submenu items for which the user should be assigned permission, and delete those for which the user is not assigned permission. If the new menu item is referenced in field 5 of a higher level menu item, change field 5 to the new menu name. To block the user from accessing the menu item, delete the entire line from the file, then delete the items that define the submenus. 5 If there are any customized entries that apply only to this user, add them to the file.

When changes to the .mil file are complete, edit the user's .mnl file as explained below.

7-20 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Menu File (.mnl) The attmen.mnl file contains Trouble Tracker's menus. If you copy the delivered source file from $TTASDIR/database/ using the command: cp $TTASDIR/database/attmen.mnl>loginid.mnl the file will look like the example in Screen 7-14. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

SCREEN 7-14 Listing of the attmen.mil File.

This file contains all the menus already defined for the system. Field 1 contains the menu name, and field 2 is the name that appears on the screen. This file must be edited to match the attitems.mil file that was customized for the user in the previous procedure. 1 If the user is assigned permission to a menu in the .mil file, append the login to the front of field 1. For example, main becomes permmain for user perm. 2 If the user is blocked from the menu in the .mil file, delete the entire row. 3 If you created any specialized menus for the user, add a row to the .mnl file with the menu name and title.

When changes to the .mnl file are complete, edit the user's .profile to connect the user to the new menu names, as explained below.

Customizing Trouble Tracker Files 7-21 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Editing the .profile To connect the user to the new menus: 1 To edit the .profile, change to the root login by entering su root . 2 Change to the user's HOME directory. For loginid perm, type cd $TTASDIR/work/perm . 3 Edit the .profile using vi, ex or ed. 4 Locate this line in the .profile: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbisql ttas -u main c

Change it to read: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbisql ttas -u permmain c

5 If this is your last change, exit the UNIX shell and return to the Trouble Tracker menu. 6 Install the new menus and menu items using the ttinstall command. This is explained in "Procedure to Install Customized Files" earlier in this section. 7 Log in as perm and examine the menus.

7-22 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994

Procedure:ffffffffffffffffffffffffffffffffffffff Changing Database Permissions The procedures in "Menu Selections" explain how to completely block access to all or part of the database. This section explains how to partially block access to the database. For example, a user may be allowed to query but not update, or to add but not remove rows from a table. Using INFORMIX grant or revoke statements, users can be granted permission to read, update, insert, or delete table information, and be allowed to modify the schema. For more information, see Chapter 2 of the INFORMIX Reference Manual.

1 Copy to your directory the file that grants permissions: cp $TTASDIR/database/zzgrant.sql zzgrant.sql 2 The delivered file that grants full read/write permissions to all users looks like this: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbgrant connect to public; c

3 Edit the file using vi, ed, or ex. 4 Revoke all permissions from tables and views, as shown in the example later in this section. This revokes database permissions from all users except the Trouble Tracker administrator (usually ttas), including root. Even superuser will not be able to back up and restore INFORMIX tables, unless they log in as ttas or are specifically assigned root permissions. 5 For each table, revoke permissions for each specific user, and then grant permissions to those functions that the user should be able to access. Users can read, update, insert, delete, or be allowed to modify the schema. 6 Install the zzgrant.sql file using the ttinstall command.

Customizing Trouble Tracker Files 7-23 Trouble Tracker R1V5 Operations Manual, March 1994

Procedure:ffffffffffffffffffffffffffffffffffffff Creating User Views INFORMIX user views limit a user's access to specific rows in a table. For example, a user may be granted permission to view only those trouble tickets for System 85 products. For information about user views, see Chapter 2 of the INFORMIX Reference Manual. 1 Define a view to limit access to the table. The view definition must come after all table definitions which it includes. To insure this, name your file with a z as the first letter, for example ztickets.sql or zhistory.sql. 2 Modify the screen form to reference the new table instead of the standard table. In the example above, change tickets.sql to ztickets.sql. 3 Update the user's .mil file to change references to the table creation routine. 4 Install the new customized files using the ttinstall command.

Procedure:ffffffffffffffffffffffffffffffffffffff Restricting Access to UNIX Shell To prevent a user from escaping from Trouble Tracker to the UNIX shell, follow this procedure. 1 Copy the .mil file from the Trouble Tracker HOME directory (usually set to $TTASDIR) to the user's HOME directory: cp $TTASDIR/database/*.mil directory 2 Edit the file with vi, ed, or ex. 3 For menu items that invoke processes (P in field 4), delete the exec from the menu item. 4 Modify the file /etc/passwd to invoke /bin/rsh for the user's shell. 5 Edit the user's $TTASDIR/work/loginid/.profile to add the following: SHELL=/bin/rsh; export SHELL 6 Install the file *.mil using the ttinstall command.

7-24 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994

Exampleffffffffffffffffffffffffffffffffffffff of Assigning User Permissions This example shows modifications to .mil, .mnl, zzgrant files and an example of a user view. The Trouble Tracker administrative login is the only login with permission to change menu selections and grant or deny user permissions. The example shows changes made to: Have the menu call a customized trouble ticket screen called ztickets Grant permission to select, but not update or delete, trouble tickets (from the customized table ztickets Grant permission to read but not update or delete history trouble tickets Block access to all reports except those concerning trouble tickets by deleting all other report menu items from the file Block access to all Utilities by deleting the entries Block access to all System Initialization functions except Maintained Products Block access to Chart Preparation by deleting the item from the main menu (.mnl) and deleting the submenu items

Menus

Screen 7-15 shows the changes to the .mnl file to allow user perm to access the customized menu items. Since this user cannot access Utilities or Chart Preparation, those lines have been completely deleted. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

SCREEN 7-15 Example of .mnl File to Change User Permissions

Customizing Trouble Tracker Files 7-25 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Screen 7-16 shows the customized .mil file. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c permmain|1|Trouble Tickets|P|exec ttasperform -q ztickets|| c permmain|2|Reports|M|reports|| c permmain|3|Trouble Ticket History|P|exec ttasperform -q history|| c permmain|4|Utilities|M|utilities|| c permmain|5|Displays|M|display|| c c permmain|6|System Initialization|M|setup|| permreports|1|Open Trouble Tickets - Detail|P|exec ttas_report open|| c c permreports|2|Open Trouble Tickets - Summary|P|exec ttas_report sopen|| c permreports|3|Jeop Trouble Tickets - Detail|P|exec ttas_report jeopardy|| c permreports|4|Jeop Trouble Tickets - Summary|P|exec ttas_report sjeop|| c permreports|5|History Trouble Tickets - Detail|P|exec ttas_report history|| c permreports|6|History Trouble Tickets - Summary|P|exec ttas_report shistory|| c permdisplay|1|Fault Tally Display|P|exec fault|| c permdisplay|2|Scrolling Display|P|exec scroll|| c permdisplay|3|Split Screen Display|P|exec splscreen|| c permdisplay|4|Fault Tally Lists|P|exec ttasperform -q fmfault|| c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbpermsetup|2|Maintained Products|P|exec ttasperform -q products|| c

SCREEN 7-16 Example of .mil File to Change User Permissions

The user's .profile must be edited to connect them to the customized menus. See "Editing the .profile" earlier in this chapter.

7-26 Customizing Trouble Tracker Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff User Views INFORMIX user views limit a user's access to specific rows in a table. Screen 7-17 shows a view that limits the user's view of tickets to those for products named sys85*. It creates a table called ztickets.sql to do this. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c create view ztickets as c select * from tickets c where t_pname = "sys85*" c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbwith check option; c

SCREEN 7-17 Example of User View

Line 1 of the user's .mil file was changed to reference ztickets in the table creation routine. See Screen 7-16.

Grant and Revoke Statements Permissions can be allowed or denied using INFORMIX grant or revoke statements. Screen 7-18 shows the changes made to the zzgrant file to grant or deny access to user perm. Caution: When modifying zzgrant.sql, grant permission to the NSD logins for the trunk table and product table. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c revoke all on tickets from public; c revoke all on history from public; c revoke all on alarms from public; c revoke all on faultlist from public; c revoke all on portconfig from public; c c revoke all on products1 from public; revoke all on routing from public; c c revoke all on routsched from public; c revoke all on thresholds from public; c revoke all on xnotes from public; c c revoke all on trunk from public; c revoke all on tickets from perm; c grant select, insert, update on ztickets to perm; c

c revoke all on history from perm; c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbgrant select on history to perm; c

SCREEN 7-18 Example of Customized zzgrant File

Customizing Trouble Tracker Files 7-27 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

7-28 Customizing Trouble Tracker ffffffffffffffffffffffffffffffffffffffTrouble TrackerÂs Interface to Integrator

ffffffffffffffffffffffffffffffffffffffTrouble Tracker and the ACCUMASTER Integrator This section explains Trouble Tracker's communication with the ACCUMASTER Integrator. The ACCUMASTER Integrator Network Management Protocol (NMP) Interface is an optional, coresident application that runs on 3B2/600 Trouble Tracker machine. The Integrator is a network management tool that monitors, troubleshoots, and diagnoses the end-to-end network. It provides a graphical presentation of the network and is a central point for cut-through access to other network management tools. One way the Integrator tracks the network's configuration and status is to receive information from the element management systems (EMSs) that are designed especially to manage a specific element or narrow group of elements in the network. Trouble Tracker is the EMS that manages faults (alarms) from PBX premises products. STARKEEPER I, the system that manages DATAKIT and ISN, is another EMS that communicates with the Integrator. The Integrator can receive information from several EMSs, including multiple Trouble Tracker systems. Figure 8-1 is an overview of the ACCUMASTER Integrator system and the relationships between the hardware and software components and its EMSs.

Trouble TrackerÂs Interface to Integrator 8-1 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

Customer Premises

Status Map System Alarms Windows

ACCUMASTER Integrator Workstation

ACCUMASTER Integrator 3B2

Configuration EMSs Elements Management

DATAPHONE II Muxes Level IV Modems Fault System Controller Management

Trouble Tracker System 75 R1V1 System 85

DATAKIT Native Mode StarKeeper I NMS ISN

Alarm Interface Vendors Vendors

dVT 52 Plus d NetView SNA Host VT100 SMA  Equipment dVT102 NET/MASTER d513 BCT dKS22921 L2 (Color Scan) Trouble Tracker G3 dIBM  3279 NMP Stack R1V2/R1V3 System 75 Generic 1 System 85 Generic 2

Cut Thru/ ACCULINK Muxes Terminal Emulation Data Communications Modems System

FIGURE 8-1 ACCUMASTER Integrator Configuration Overview

8-2 The ACCUMASTER Integrator NMP Interface Trouble Tracker R1V5 Operations Manual, March 1994

Networkffffffffffffffffffffffffffffffffffffff Management Protocol As Figure 8-1 shows, Trouble Tracker and STARKEEPER I communicate with the Integrator Release 1.1 using Network Management Protocol (NMP), AT&T's standard protocol based on the International Standardization Organization's (ISO's) Open Systems Interconnection standards. The Trouble Tracker/NMP Interface software allows Trouble Tracker to communicate with the Integrator. The NMP Interface software consists of two main components. Configuration Communicates with the Integrator's Configuration Management (Integrator Management CM) application. Integrator CM establishes and maintains a database of Application network configuration information and allows the user to create a graphical (CMA) representation of the network. Configuration information includes network equipment and the physical and logical connectivity of the network. Fault Communicates with the Integrator's Fault Management (Integrator FM) Management application. Integrator FM is the application from which all alarms Application generated by the network are collected, assigned ownership, and resolved. (FMA) Integrator FM stores the information so it can be viewed in graphic or textual format from the Integrator workstation. The Trouble Tracker/NMP Interface software operates independently from Trouble Tracker alarm processing, though the two are related since Trouble Tracker does not receive and forward alarm information if alarm processing is not running. Figure 8-2 illustrates the Trouble Tracker/NMP Interface software and its communication with the Integrator.

Trouble Tracker R1V3 Integrator 1.1

CM Core CMA T T FMA NMP FM NMP Int

FIGURE 8-2 Trouble Tracker/NMP Interface Software

Trouble TrackerÂs Interface to Integrator 8-3 Trouble Tracker R1V5 Operations Manual, March 1994

Integratorffffffffffffffffffffffffffffffffffffff Configuration Terminology The Integrator classifies network elements by object class. The object classes supported by Trouble Tracker are: Equipment Circuit Location Contact The characteristics that define an object class are called attributes. Each network element, defined as an object class with unique attributes, is called an instance. Figure 8-3 shows how Trouble Tracker Maintained Products and Trunk Data map to the Integrator object classes that are supported by Trouble Tracker. See "Trouble Tracker/Integrator CM Field Map" later in this chapter for more detailed information.

Trouble Tracker Integrator Table Object Class Circuit

Trunk Equipment

Products Location

Contact

FIGURE 8-3 Trouble Tracker/Integrator CM Information Mapping

8-4 The ACCUMASTER Integrator NMP Interface Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff The first time the Integrator establishes communication (association) with Trouble Tracker, the Integrator's CM database is initialized with information from Trouble Tracker's database. For each product that routes alarms to the Integrator, the Trouble Tracker/NMP Interface software sends the Maintained Product and Trunk Data. This database initialization is called a cold start and any information saved in a buffer for a warm start is discarded. Warm start information is also discarded when a cold start is forced, as described later in this chapter. If the Integrator is unable to communicate (for instance, during a system backup), Trouble Tracker stores information in a buffer until the Integrator initiates a new association. This transfer of information is called a warm start. On a scheduled or demand basis, the Integrator can perform an EMS audit on Trouble Tracker to make sure the Trouble Tracker configuration is synchronized with Integrator's CM.

Trouble TrackerÂs Interface to Integrator 8-5 Trouble Tracker R1V5 Operations Manual, March 1994

Initializingffffffffffffffffffffffffffffffffffffff Trouble Tracker as an EMS This section explains the steps required to initialize Trouble Tracker as an EMS that communicates with the ACCUMASTER Integrator Release 1.1, using NMP.

Loading the Trouble Tracker/NMP Interface Software Before beginning this initialization procedure, the Trouble Tracker/NMP Interface software must be installed according to the instructions in the Trouble Tracker Installation Manual.

Checking the Trouble Tracker Database Before you initialize the Trouble Tracker/NMP Interface to communicate with the Integrator, be sure your Trouble Tracker database contains complete, up-to-date configuration information. Maintained Information about all equipment (maintained products) for which the Products Integrator is responsible. See "Maintained Products" in Chapter 2. Trunk Complete equipment locations and circuit locations for all trunks Information connecting those maintained products. See "Update Trunk Data" in Chapter 2. Network Near-end and far-end pairings for all connecting trunks, if you want the Connectivity Integrator to have this information. See "Network Connectivity" in Chapter 2.

Select the Audit Database option from the Trouble Tracker Utility menu to be sure this information is complete and free of database errors. Do this now to avoid having to rerun a cold start to replace bad data.

Adding CMA and FMA Routing Destinations Just as with routing any alarms, the first step in sending information to the Integrator is to set up routing destinations. To transfer configuration information to Integrator CM, add a destination of type CMA . To send alarm information to Integrator FM, add a destination of type FMA . Refer to "Routing Destinations" in Chapter 2 for procedural information. Only one FMA and one CMA destination can be added. The destination name should be unique. Do not change the type associated with that name or reuse another name, because configuration information cannot be properly initialized. The address ID is the application name that was specified in the Directory Service file ($NMPDIR/data/ccddsfile) during installation. If this address changes, notify the Integrator System Administrator to coordinate a change. Leave the line speed blank. The Trouble Tracker/NMP Interface communicates at a default line speed.

8-6 The ACCUMASTER Integrator NMP Interface Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Screen 8-1 is a sample routing destination screen for a CMA destination called TTCMA. The address ID ttcma is the address ID from the ccddsfile. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous Add Update Remove Table Screen ... c c Searches the active database table ** 1: routing table** c c ------ROUTING DESTINATIONS Screen 1 of 1 c c ------Name: TTCMA c c Type: CMA Address ID: ttcma c c Line Speed: c c Status: r Commentary: Configuration info to main office Integrator c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 8-1 Sample Routing Destination Screen for CMA

Screen 8-2 is a sample routing destination screen for an FMA destination called TTFMA. The address ID ttfma is the address ID from the ccddsfile. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous Add Update Remove Table Screen ... c c Searches the active database table ** 1: routing table** c c ------ROUTING DESTINATIONS Screen 1 of 1 c c ------Name: TTFMA c c Type: FMA Address ID: ttfma c c Line Speed: c c Status: h Commentary: Fault info to main office Integrator c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 8-2 Sample Routing Destination Screen for FMA

Trouble TrackerÂs Interface to Integrator 8-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Creating Routing Schedules for CMA and FMA For those maintained products that report alarms to the Integrator through FMA, or share configuration information through CMA, create a routing schedule with the FMA and/or CMA destination name. Refer to "Alarm Routing Schedules" in Chapter 2. Schedules that route to CMA or FMA must cover a 24 hour-a-day, 7 day-a-week period for all ticket types. The Integrator is responsible for round-the-clock monitoring. Do not route jeopardy or dispatch tickets or select the auto-close option. Adding CMA as a routing destination to a schedule results in transfer of that product's information to CMA. This may take time and slow the system down, especially if the product has a lot of network connectivity information. The Description to Route By field is not intended to describe the routing schedule, it is to threshold trouble tickets based on alarm description. Leave it blank if you do not want to threshold tickets. Do not add type FMA to a routing schedule unless the product also has type CMA. If type FMA exists without CMA, alarms will route to the Integrator, but the Integrator will not have the configuration information to graphically display the alarm. To delete a routing destination defined in the Routing Schedule, remove the entire schedule and add a new Routing Schedule with the correct destinations. Screen 8-3 is a sample routing schedule for CMA and FMA destinations called TTCMA and TTFMA. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c PERFORM: Query Next Previous Add Update Remove Table Screen ... c Searches the active database table ** 1: routsched table** c ------c ROUTING SCHEDULES Screen 1 of 1 c c ------Schedule Name: chic75 c c Schedule No: 1 Auto Close After Routing? n c c ACTIVE DAYS ACTIVE TIME TICKET SEVERITY ROUTING DESTINATIONS Monday? y Start At: 0000 Majors? y 1. TTCMA c c Tuesday? y End At: 2359 Minors? y 2. TTFMA c Wednesday? y Warnings? y 3. c Thursday? y 4. c Friday? y TICKET STATUS 5. c Saturday? y Open? y 6. c c Sunday? y Dispatch? n 7. Jeopardy? n c c Close? y Exception Routing: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 8-3 Sample Alarm Routing Schedule for CMA and FMA

8-8 The ACCUMASTER Integrator NMP Interface Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Starting the Trouble Tracker/NMP Interface

To start the Trouble Tracker/NMP Interface, log in as ttasnmp and enter nmpguard -up . System Messages: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c Trouble Tracker / NMP Applications will now be booted. Directory Service Process is being brought up. c c mm/dd/yy time ttfma: Initialization complete. mm/dd/yy time ttcma: Initialization complete. c c mm/dd/yy time nmpguard: NMP Applications are UP. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 8-4 Trouble Tracker/NMP Interface Initialization Messages

The Integrator attempts communication at regular intervals, but there may be a delay until communication is initiated again. When communication is established for the first time, a cold start occurs. Once communication is established, configuration and alarm information is automatically transferred to the Integrator. See "Starting NMP Automatically" in the Trouble Tracker Installation Manual for the procedure to start NMP as soon as the processor is booted. Remember, starting the Trouble Tracker/NMP Interface does not start alarm processing. The two processes operate independently. To start alarm processing, select from the System Initialization menu or Utilities menu.

Procedure: Stopping the Trouble Tracker/NMP Interface To stop the Trouble Tracker/NMP Interface, log in as ttasnmp and enter nmpguard -down . System Message: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbNMP Applications are being brought down. c

Remember, stopping the Trouble Tracker/NMP Interface does not stop alarm processing. The two processes operate independently.

Trouble TrackerÂs Interface to Integrator 8-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff While the Trouble Tracker/NMP Interface process is stopped, changes that are made to the network configuration are held in a buffer to be transferred later. Alarm information received while the process is stopped is held in the trouble ticket database, and the FMA routing destination is automatically placed in a hold status while the NMP Interface is stopped. In general, any time the Integrator is not ready to receive alarm information, the FMA routing destination is automatically placed in a hold status. When the Integrator is again communicating with Trouble Tracker through an active association, the FMA routing destination is automatically placed in a routing status.

Procedure: Forcing a CMA Cold Start During a CMA cold start, configuration information is transferred to the Integrator for each product that routes alarms to the Integrator. A cold start occurs normally the first time the Integrator communicates with Trouble Tracker. If you make changes to the Trouble Tracker database through any means other than the standard Trouble Tracker screens for Maintained Products, Trunk Update, or Network Connectivity (for example, if you restore data from a backup or make changes through customized screens), you may need to force a cold start to transfer the data. Note: After a cold start, the information saved in a buffer for warm start is no longer needed and is discarded.

1 Log in as ttasnmp . 2 Enter rm $NMPDIR/data/cmarestart . 3 Enter nmpguard -down to stop the NMP process. 4 Enter nmpguard -up to restart the NMP process.

Procedure: Forcing an FMA Cold Start An FMA cold start downloads all of the Trouble Tracker fault management data to the Integrator. Note: After a cold start, the information saved in a buffer for a warm start is no longer needed and is discarded.

1 Log in as ttasnmp . 2 Enter rm $NMPDIR/data/fmarestart . 3 Enter nmpguard -down to stop the NMP process. 4 Enter nmpguard -up to restart the NMP process.

8-10 The ACCUMASTER Integrator NMP Interface Trouble Tracker R1V5 Operations Manual, March 1994

Integratorffffffffffffffffffffffffffffffffffffff CM and Integrator FM Interfaces This section provides details about how the Trouble Tracker/NMP Interface communicates with Integrator CM and FM, including a mapping of information that is exchanged. The NMP Interface uses the same logs as other processes in Trouble Tracker. Normal operations are shown in the routelog and errors are shown in the errlog. Refer to "Trouble Tracker Logs" in Appendix A for more information.

Integratorffffffffffffffffffffffffffffffffffffff CM Interface Trouble Tracker's Interface to Integrator CM translates information about Trouble Tracker's maintained products and connecting trunks into the Integrator's format. The Integrator always initiates the association with Trouble Tracker. The first time the Integrator establishes communication (association) with Trouble Tracker, the Integrator's CM database is initialized with information from Trouble Tracker's database. For each product that routes alarms to the Integrator, Trouble Tracker's NMP Interface software sends the Maintained Product and Trunk Data. This database initialization is called a cold start. Thereafter, any changes to maintained products or network connectivity data for products with CMA as a routing destination, or additions of CMA as routing destination, may cause incremental information to transfer. On a scheduled or demand basis, the Integrator can perform an EMS audit on Trouble Tracker to be sure the Trouble Tracker configuration is synchronized with Integrator's CM. When the Integrator performs an EMS audit, Trouble Tracker downloads the data as in a cold start. As a control, Trouble Tracker's NMP Interface has a CMA buffer that stores information to be transferred to Integrator CM. If the Integrator is unable to communicate (for instance, during a system backup), Trouble Tracker stores incremental (pending) information in the buffer until the Integrator initiates a new association. This transfer of information is called a warm start. The incremental information is removed when the Integrator acknowledges receipt of information, or if there is a CMA cold start.

Procedure: Changing CM Time-out Interval The communications process between Trouble Tracker and Integrator CM times out if the Integrator does not reply within 30 seconds. The Trouble Tracker System Administrator can change this time-out interval if the system is timing out too often. 1 Edit the file $NMPDIR/data/initfile. 2 Add the following record to the file: TT_CMA_TIMER=value where value is the length of time (in seconds) before the time-out.

Trouble TrackerÂs Interface to Integrator 8-11 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

3 Enter nmpguard -down to bring down the NMP process. 4 Enter nmpguard -up to bring the NMP process back up.

Trouble Tracker/Integrator CM Field Map Trouble Tracker sends four object class types to Integrator CM: Equipment Contact Location Circuit Table 8-1 shows the relationship between Trouble Tracker database elements (identified by screen fields) and the corresponding Integrator database elements (identified by object class and attribute.)

TABLE 8-1 Trouble Tracker/Integrator CM Database Mapping bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Trouble Tracker c Trouble Tracker c Integrator Object c Integrator c c Screen c Field c Class c Attribute c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Maintained Productsc Alarm IDc Equipmentc Instance c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c Alarm IDc Equipmentc Location Name c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c c c Alarm IDc Equipmentc Contact Name c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Alarm IDc Contactc Instance c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Alarm IDc Locationc Instance c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Alarm IDc Locationc Contact Name c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c Typec Equipmentc Type c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c Namec Equipmentc Alias c c c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Issuec Equipmentc Release c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Addressc Locationc Details c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Contact/Phonec Contactc Details c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Network Connectivityc Alarm ID/ELLc Circuitc Instance c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c Alarm ID/ELLc Circuitc Endpoint Name (1) c c c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Alarm ID/ELLc Circuitc Endpoint Name (2) c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Alarm ID/ELLEquipmentc c Instance c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Alarm IDc Equipmentc Location Name c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c Alarm IDc Equipmentc Contact Name c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c Alarm IDc Equipmentc Parent Equipment c c c c c c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Namec Equipmentc Alias c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c Trunk TypeCircuitc c Type c

8-12 The ACCUMASTER Integrator NMP Interface Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Sample CMA Cold Start The first time the Integrator initiates an association, a cold start occurs. Trouble Tracker's routelog contains a summary audit trail of the object classes that are transferred. See "Trouble Tracker Logs" in Appendix A for more information about reading the routelog. Screen 8-5 shows the entries in the routelog for a typical cold start. Notice that the Integrator requests information for all object classes, but Trouble Tracker lists the classes that it does not support as Retrieval Unsupported . bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c Jan 10 21:14:01 ttcma: CMA Association Accepted from mach3 on mach1 c c Jan 10 21:14:01 ttcma: CMA Initiate Action Denied - Cold Start Requested Jan 10 21:14:02 ttcma: NETWORK Retrieval Unsupported c c Jan 10 21:14:02 ttcma: CONTACT Retrieval Started c Jan 10 21:14:03 ttcma: CONTACT Retrieval Completed - 7 Products Sent c Jan 10 21:14:03 ttcma: PROVIDER Retrieval Unsupported c Jan 10 21:14:03 ttcma: SERVICE Retrieval Unsupported c Jan 10 21:14:03 ttcma: CUSTOMER Retrieval Unsupported c c Jan 10 21:14:03 ttcma: VENDOR Retrieval Unsupported Jan 10 21:14:03 ttcma: LOCATION Retrieval Started c c Jan 10 21:14:04 ttcma: LOCATION Retrieval Completed - 7 Products Sent Jan 10 21:14:04 ttcma: EQUIPMENT Retrieval Started c c Jan 10 21:14:09 ttcma: EQUIPMENT Retrieval Completed - 7 Products and 19 Trunks Sent c c Jan 10 21:14:09 ttcma: FACILITY Retrieval Unsupported c Jan 10 21:14:10 ttcma: SPAN Retrieval Unsupported c Jan 10 21:14:10 ttcma: CIRCUIT Retrieval Started c c Jan 10 21:14:16 ttcma: CIRCUIT Retrieval Completed - 19 Trunks Sent Jan 10 21:14:16 ttcma: CROSS_CONNECT Retrieval Unsupported c c Jan 10 21:14:17 ttcma: CIRCUIT_GROUP Retrieval Unsupported Jan 10 21:14:17 ttcma: MULTIPOINT_CIRCUIT Retrieval Unsupported c c Jan 10 21:14:17 ttcma: OBJECT_ASSOCIATION Retrieval Unsupported Jan 10 21:14:17 ttcma: SOFTWARE Retrieval Unsupported c c Jan 10 21:14:18 ttcma: CMA Initiate . c c . c . c Jan 10 22:25:18 ttcma: CMA Terminate c c Jan 10 22:25:18 ttcma: CMA Association Aborted from mach3 on mach1 cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 8-5 CMA Cold Start - Sample Routelog

Trouble TrackerÂs Interface to Integrator 8-13 Trouble Tracker R1V5 Operations Manual, March 1994

Integratorffffffffffffffffffffffffffffffffffffff FM Interface After Integrator CM sets up a database of all the possible objects and instances to be monitored, Integrator FM can receive alarms for any of them. Trouble Tracker's Interface to Integrator FM forwards alarm information about Trouble Tracker's maintained products and connecting trunks. See "Trouble Tracker/Integrator FM Field Map" for more detailed information. The Integrator always initiates the association with Trouble Tracker. The first time an association is initiated, an FMA cold start occurs and all alarm information is transferred to the Integrator FM application. Thereafter, any new alarms are routed to the FMA destination just as any other Trouble Tracker tickets are routed, using the parameters in the Routing Schedule for the product. See Screen 8-3 for a sample routing schedule. If there is a communications problem or if the Integrator is down (for example, to do backups), Trouble Tracker's NMP Interface holds alarm information in a buffer and sends it to the Integrator when communication is reestablished. This is called a warm start. Manual tickets do not route to Integrator FM. A manual ticket is anything with a value other than auto in the Originator field of the trouble ticket. Trouble tickets with a status of thres do not route to Integrator FM until the ticket status changes to open and disp trouble tickets route to Integrator FM as open. Trouble Tracker's Route Now utility can be used to route trouble tickets to Integrator FM on demand, provided FMA is set up as a legal routing destination.

Changing Time-out Interval The communications process between Trouble Tracker and Integrator FM times out if the Integrator does not reply within 30 seconds. The Trouble Tracker System Administrator can change this time-out interval if the system is timing out too often. 1 Edit the file $NMPDIR/data/initfile. 2 Add the following record to the file: TT_FMA_TIMER=value where value is the length of time (in seconds) before the time-out. 3 Enter nmpguard -down to bring down the NMP process. 4 Enter nmpguard -up to bring the NMP process back up.

8-14 The ACCUMASTER Integrator NMP Interface Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Trouble Tracker/Integrator FM Field Maps When a ticket is opened for a maintained product that reports to the Integrator, the Trouble Tracker/NMP Interface classifies the problem and determines the object class and instance to be sent. Trouble Tracker always sends Integrator FM the trouble ticket number, the date and time of the ticket, the description field, and the equipment location.

Object Class From the Integrator's perspective, Trouble Tracker can send alarms for two object classes: Equipment Circuit The Trouble Tracker/NMP Interface checks the Trouble Tracker trouble ticket and sends the Integrator an appropriate object class. Table 8-2 describes how Trouble Tracker sorts the problems by object class.

TABLE 8-2 Object Class bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Equipment c Circuit c c (Instance = Alarm ID) c (Instance = Alarm ID/ELL) c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c Tickets for all products other c c c than G3, G1, System 75, G2, or c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc System 85 R2 c c c c c c Most G3, G1, and System 75 c G3, G1, and System 75 tickets c c tickets c where the Description field c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc indicates Problem is off board c c Most G2 and System 85 R2 c G2 and System 85 R2 tickets c c tickets c where the Description field lists c c c one of the following trunk c c c messages: co trunk, did trunk, c c c ds1, tie trunk/data port, digital c c c c c c trunk, trunk software, auxiliary c c c trunk, facility test circuit, c c c analog digital facility test, ACA c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Referral c c Any circuit problem that does c c c not have a complete Equipment c c c Line Location (for example, a c c c T1 trunk that alarms because of c c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc a slot problem) c c

If the object class is Equipment , then the Alarm Type is Equipment and the Problem Type is Switch . If the object class is Circuit , then the Alarm Type is Transmission and the Problem Type is Signal .

Trouble TrackerÂs Interface to Integrator 8-15 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Trouble Ticket Field Map Table 8-3 explains the relationship of Trouble Tracker trouble ticket fields to Integrator FM.

TABLE 8-3 Trouble Ticket/Integrator FM Database Mapping bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Trouble Trackerc Integrator c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbTicket Numberc ID Number c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbTicket Entry Date/Timec Event Time c c Alarm Severity:c Alarm Severity: c c Major (maj) c Critical c c Minor (min) c Minor c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Warning (wrn) c Warning c c c c c Ticket Status:c Ticket Status: c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbClosed (clos) c Cleared c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Description, ELLc Problem Text c

8-16 The ACCUMASTER Integrator NMP Interface ffffffffffffffffffffffffffffffffffffffTrouble Shooter

As an option, Trouble Tracker features troubleshooting capabilities with the use of Trouble Shooter. Trouble Shooter is an expert, rule-based system which allows you to run detailed diagnostics on your System 85 R2V1 through V4 and DEFINITY Generic 2 switches. DEFINITY Generic 2 universal module alarms are not tested. Regardless, Trouble Shooter generates trouble tickets for all unresolved alarms. With the capability to run in three modes of operation (Automatic, Manual or Component), Trouble Shooter greatly enhances the capabilities of Trouble Tracker. By using results from the current session and remembering results from previous Trouble Shooter sessions, Trouble Shooter can better recommend further corrective actions. Trouble Shooter is supported on the 3B2/600 and AT&T 6386E/33 Trouble Tracker processors. Refer to the Trouble Tracker Installation Manual for detailed installation instructions for the Trouble Shooter software.

Trouble Shooter 9-1 How Trouble Shooter Works

Howffffffffffffffffffffffffffffffffffffff Trouble Shooter Works After the hardware is installed, the software is loaded, and Trouble Tracker is running, Trouble Shooter works in cooperation with Trouble Tracker. When a Generic 2 or System 85 switch sends an alarm to Trouble Tracker, Trouble Tracker invokes Trouble Shooter if the maintained product is set to automatically troubleshoot alarms received from the switch and the Trouble Shooter threshold criteria are met; otherwise, Trouble Tracker continues the normal processing of the alarm. When Trouble Shooter successfully connects to the switch, the switch configuration information is gathered, the alarm log is interrogated, and alarms resident in the switch are tested by running various maintenance procedures (PROCs). Trouble Shooter attempts to correct the alarm conditions. If an alarm condition is corrected, the extra notes of the trouble ticket will reflect that the alarm condition was corrected by Trouble Shooter. If the alarm condition could not be corrected by Trouble Shooter, the extra notes of the trouble ticket will give information about the alarm condition encountered and may suggest corrective action. After the PROCs are run, Trouble Shooter disconnects from the switch and sends the alarm conditions it encountered to Trouble Tracker. Trouble Tracker then enters as open trouble tickets all the alarms that Trouble Shooter could not correct and enters as closed trouble tickets all the alarms that Trouble Shooter could correct. Only the open trouble tickets and associated extra notes are routed according to the criteria specified in the routing schedules.

9-2 Trouble Tracker R1V5 Operations Manual, March 1994 Modes of Operation

Modesffffffffffffffffffffffffffffffffffffff of Operation Trouble Shooter runs in three modes of operation: Automatic Manual Component Testing. Automatic mode runs Trouble Shooter in the background; whereas manual or component mode may optionally run in the foreground or background. Upon successful completion of the session, the session status and output can be viewed using the Trouble Shooter Session Summary and Trouble Shooter Session Results utilities, respectively. Any trouble tickets created from a Trouble Shooter session can be viewed using the normal Trouble Tracker functions. In general, Automatic and Manual modes are identical with the exceptions of how they are invoked and how tickets are created. Automatic mode is invoked when Trouble Tracker receives an alarm from a switch and the Trouble Shooting field in the maintained product database file is set to y. Manual mode is invoked when the Manual Trouble Shooting utility is selected from the Trouble Shooter main menu. In Automatic mode, trouble tickets are created whether or not the Trouble Shooter session was successful. In Manual mode, trouble tickets are created if the Trouble Shooter session was partially or completely successful and problems with the switch were found. Refer to the "Automatic Mode" and "Manual Mode" sections for more detailed information regarding these two modes of operation. Component Testing mode differs from Automatic and Manual modes in that Component Testing mode is run against individual components of a switch. Trouble tickets are created if the Trouble Shooter session was successful and a problem was detected.

Automatic Mode

Automatic mode of Trouble Shooter is invoked automatically when Trouble Shoot = y is specified for an individual Generic 2 or System 85 in the Maintained Product database file and an alarm is received from a Generic 2 or System 85 switch. Generic 2 and System 85 alarms are generated when an entry is made in the switch alarm log. The alarm is received by Trouble Tracker in the same manner with or without Trouble Shooter. Based on the expert system rules and the entries in the switch alarm log, Trouble Shooter will run an in-depth analysis of the alarming Generic 2 or System 85 by calling the switch and running PROCs. In Automatic mode, when Trouble Tracker receives a call from a switch that is eligible for troubleshooting, Trouble Tracker stores the alarm information from the switch in a UNIX file and passes the information on to Trouble Shooter. Trouble Tracker disconnects from the switch and Trouble Shooter calls the alarming switch back. If Trouble Shooter was successful in analyzing the problems, the alarm information is sent back to Trouble Tracker and trouble tickets are opened specifying, in the extra notes, the Trouble Shooter diagnostic, resolution recommendation, and error messages. Refer to "Output Messages" later in this section for more information. If Trouble Shooter is not successful (for example, a communication problem exists or the dial-up line is busy), the original alarm information is sent to Trouble Tracker along with an error message detailing the reason why Trouble Shooter could not be run successfully. This information is used to create trouble tickets and extra notes. When the problem which prevented Trouble Shooter from successfully running is fixed (for example, the communications problem is

Trouble Shooter 9-3 Modes of Operation ffffffffffffffffffffffffffffffffffffff fixed or dial-up is free), a manual Trouble Shooter session can be invoked. A successful Manual Trouble Shooter session will create a new extra notes record for the trouble ticket. Refer to "Trouble Tickets and Extra Notes" later in this section for a detailed explanation regarding the creation and closure of trouble tickets and extra notes. In general, trouble tickets are opened when a problem from the switch is found, closed when Trouble Shooter fixes a problem reported in an open trouble ticket, and created closed when Trouble Shooter fixes a problem before it is reported in an open trouble ticket.

Manual Mode With two exceptions, Manual mode runs in the same manner as Automatic mode. First, Manual mode is initiated by selecting Manual Trouble Shooting on the Trouble Shooter Main Menu. This mode is useful when a Generic 2 or System 85 component has previously alarmed but Trouble Shooter was prohibited from running; for example, the System 85 V2 port was busy. Second, in Manual mode, Trouble Shooter can be run in the foreground or background. If the troubleshooting session is run in the foreground, informational progress messages are sent to the screen and a detailed report is produced upon completion of the session. If the troubleshooting session is run in the background, a mail message is sent to the user upon its completion and the tabular report results can be viewed using the Trouble Shooter Session Results utility.

Component Testing Mode Component Testing mode runs in the same manner as Manual mode, but is used to test specific components (for example, a trunk, station, DCIU, or system control) of selected System 85s or Generic 2s. The system configuration component test returns the release, vintage, product name, and duplicate processor status of the switch. After the selected diagnostics are run, trouble tickets will be generated against any problems encountered by Trouble Shooter. Component troubleshooting can be run in the foreground or background. If the troubleshooting session is run in the foreground, informational progress messages are sent to the screen and a detailed report is produced upon completion of a successful run. If the troubleshooting session is run in the background, a mail message is sent to the user upon its completion and the detailed report results can be viewed using the Trouble Shooter Session Results utility.

9-4 Trouble Tracker R1V5 Operations Manual, March 1994 Trouble Shooter Thresholds

Troubleffffffffffffffffffffffffffffffffffffff Shooter Thresholds Trouble Shooter can run up to three sessions on different switches simultaneously and only one session on the same switch at a time. Trouble Shooter will not automatically run when a duplicate alarm is received if the duplicate alarm received from the switch has been reported more than three times within 24 hours but manual or component troubleshooting can be run against these switches. The thresholds for the number of simultaneous Trouble Shooter sessions can be changed on a system basis. The number of duplicate alarms within the number of hours can be changed on a per product basis. Contact your local AT&T Services Representative for more information. An initial time-out is set for 35 minutes. After communication with the switch is finished or in case of a partial session, the time-out is set for 10 minutes. This means that a maximum of 45 minutes can be set for a Trouble Shooter session time limit.

Trouble Shooter 9-5 On-Line and Off-Line Processors

On-Lineffffffffffffffffffffffffffffffffffffff and Off-Line Processors If the switch has dual processors, the on-line processor is the one that is currently communicating with the switch and the off-line processor is the one that is not currently communicating with the switch. If both processors are usable, the on-line processor and off-line processors are soft switched every 26 hours. This means that the on-line processor goes off-line and the off-line processor comes on-line. If the on-line processor becomes unusable during its on-line time, it turns on-line control over to the off-line processor, which comes on-line and the unusable on-line processor goes off-line. If the off-line processor is unusable when it is time to come on-line, the on-line processor remains on-line. Both processors have an independent alarm log. When the off-line processor comes on-line, it automatically runs maintenance audits, finds any uncleared alarms (other than those pertaining to the off-line processor), and writes them in its alarm log. If an alarm is not cleared when the on- line processor goes off-line, the same alarm will be in both alarm logs since the now on-line processor will find the same trouble and log it in its alarm log. These maintenance audits are in no way associated with Trouble Shooter. If any new alarms are found, Trouble Shooter will be notified as previously explained. When a Trouble Shooter session is run, if an on-line alarm is cleared and the same alarm is found in the off-line alarm log, it is also cleared. Off-line alarms are not tested, although trouble tickets are created.

9-6 Trouble Tracker R1V5 Operations Manual, March 1994 Trouble Tickets and Extra Notes

Troubleffffffffffffffffffffffffffffffffffffff Tickets and Extra Notes In Automatic mode, when an alarm is received by Trouble Tracker, a decision is made whether or not Trouble Shooter should be run based on the Trouble Shoot field in the Maintained Products database file. If Trouble Shooter is automatically run, the alarm information is held in a file and Trouble Shooter is invoked as previously described. When the Trouble Shooter session is successful, the alarms Trouble Shooter encountered are compared to the original alarms received by Trouble Tracker so that none are lost. All unique alarms are entered as trouble tickets and for alarms received with the same maintained product, alarm description, severity, and equipment location, the count field on the trouble ticket is incremented by one. If the Trouble Shooter session was unsuccessful, the original alarms received are sent to Trouble Tracker for further processing. In Manual mode, if Trouble Shooter is partially successful, trouble tickets are created for the problems found. A successful Trouble Shooter session results in a mail message to the initiator specifying a successful completion, and trouble tickets are created only if problems with the switch were detected. The extra notes is a detailed screen of a trouble ticket that contains diagnostic information from a Trouble Shooter session. If the routing criteria of the trouble ticket are met and the trouble ticket and extra notes screen information are entered by Trouble Shooter (that is, the Automatically Entered field is y ), the trouble ticket and the Automatically Entered extra notes are routed to INADS and other Trouble Trackers (if INADS and other Trouble Trackers are specified routing destinations for the alarming switch). Note that if the Automatically Entered field is n , that is, the extra notes were entered manually and not by Trouble Shooter, then the extra notes will not be routed. A closed trouble ticket and its extra notes can be viewed from the history trouble ticket screen. Additional information should not be added to the extra notes that are Automatically Entered so that Trouble Shooter information remains distinct from non-Trouble Shooter information. A new extra notes record is created for each Automatic, Manual, or Component Trouble Shooting session that generates a problem already matching an existing trouble ticket. The extra notes entry date/time field can be used to correlate the extra notes to the Trouble Shooter session that created them. If an extra notes record exactly matches an existing extra notes record for a ticket, a duplicate extra notes record is not created. An open trouble ticket is created when an alarm is encountered which could not be resolved with a different maintained product, severity, description, and/or equipment than any other open trouble ticket. This type of trouble ticket is routed according to the open routing criteria for the maintained product. An open trouble ticket count is incremented by one when an alarm is encountered with the same maintained product, severity, description, and equipment as the open trouble ticket and could not be resolved. This type of trouble ticket is not routed. An open trouble ticket is closed when Trouble Shooter encounters an alarm with the same maintained product, severity, description, and equipment as the open trouble ticket and resolves the alarm condition. This type of ticket is routed according to the closed routing criteria for the maintained product.

Trouble Shooter 9-7 Trouble Tickets and Extra Notes ffffffffffffffffffffffffffffffffffffff If Trouble Shooter corrects the alarm situation before an open trouble ticket could be issued, then a ticket with a closed status is issued so that the trouble can be recorded in the history database. In other words, a closed trouble ticket is created when an alarm is encountered with a different maintained product, severity, description, and equipment than any other open trouble ticket that was resolved by Trouble Shooter. By correlating dates or displaying the Trouble Shooter Session Results Menu, alarms can be matched to a particular Trouble Shooter session. This type of trouble ticket is not routed. For recurring alarms cleared repeatedly, Trouble Shooter may create an open trouble ticket with recommendations as a result of its diagnosis instead of creating another closed ticket. This is the only way Trouble Shooter can create an open trouble ticket for a cleared alarm. If the same maintained product, severity, description, and equipment are found in another open trouble ticket, that trouble ticket's count field is incremented by one and an extra notes record is added to the trouble ticket with the diagnostic information if the extra notes are different; otherwise, no new extra notes are added. Therefore, it is possible for a single trouble ticket to have multiple extra notes. Each extra notes tells whether or not the Trouble Shooter session was successful or unsuccessful. If the Trouble Shooter session was successful, the extra notes gives additional information about the problem. Recommendations to fix the problem, also, may be given for major or minor alarms, but not for warning alarms. To view the extra notes screens, use Detail to display the first extra notes screen then use Next to view the remaining extra notes screens. Screen 9-1 shows an example of an Extra Notes Screen. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c ------c EXTRA NOTES FOR TICKET No: 00000000481 Screen 1 of 1 c ------c Extra Notes Entry Date/Time: 03/31/89 1350 Automatically Entered? y c c Extra Notes: TS session successful.+This trouble has not been cleared.+Initial Fault c c Code: 267+Final Fault Code: 351+Suggest replacing unit type 27 circuit pack SN270 V8 in Equipment Location 0/1/2/15/0. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 9-1 Extra Notes Screen

9-8 Trouble Tracker R1V5 Operations Manual, March 1994 Unsuccessful Trouble Shooting Sessions

Unsuccessfulffffffffffffffffffffffffffffffffffffff Trouble Shooting Sessions Refer to Error Messages later in this section for more information pertaining to unsuccessful Trouble Shooting sessions. If a Trouble Shooter session fails, the session will be terminated. Any alarms encountered prior to the termination of the session will be forwarded to Trouble Tracker for further processing. Trouble tickets are created with recommendations (if any) and routed as applicable. The Extra Notes of each trouble ticket created will contain one of the following messages: Session Successful with recommendations Note: You may get a successful message with no recommendations if Trouble Shooter does not test that particular alarm condition. The Extra Notes will contain a message similar to Trouble Shooter does not test this alarm. Partial Successful Session with partial results Session Failed with the reason why it failed such as connection dropped .

Trouble Shooter 9-9 PROC Overview

PROCffffffffffffffffffffffffffffffffffffff Overview Trouble Shooter performs the following PROCs in Automatic and Manual mode to isolate troubles and clear alarms from the Generic 2 and System 85 switch. In Component Testing mode, a subset of these PROCs is run. The Alarm Causes/Error Log PROCs are run during Automatic and Manual mode, and DCIU, Trunk, System Control, and Station tests in Component Testing mode. It establishes the unit type, equipment location, present alarm status, and time that the errors are recorded. The Environmental Tests PROCs are run during Automatic and Manual modes. This procedure collects information about what caused the alarm: cabinet or TMS/module control carrier power, fuse/circuit breaker, DC/DC converter, frequency generator, memory holdover, airflow, or temperature problem. The Tape Tests PROCs are run during Automatic and Manual modes. This procedure establishes the failure history for disk/tape errors. These alarms are not tested because of potentially destructive tape motion. Therefore, disk/tape alarms are not resolved, although, recommendations may be suggested. The Initialization Causes PROCs are run during Automatic and Manual modes. This procedure establishes the failures which caused the common control processor to be initialized. The Network PROCs are run during Automatic and Manual mode, and Station, Trunk and System Control tests in Component Testing mode. This procedure establishes the failure history, runs a test or diagnostic on any part of the network down through the port level, and possibly resolves alarmed entries and turns off alarms. Each functional group of circuit packs in the network is assigned a two-digit description called a unit type. These unit types correspond with the unit types used in the Alarm Causes/Error Log PROCs. The Network Peripherals PROCs are run during Automatic and Manual modes, and non-analog station equipment using the Station test in Component Testing mode. This procedure establishes the failure history of network peripheral devices and possibly resolves the alarmed entries. Any tests necessary for fault isolation and verification of correct equipment operations can be performed. The DCIU PROCs are run during Automatic and Manual mode, and DCIU tests in Component Testing mode. This procedure establishes the DCIU failure history, performs an ID chip and parity checker/generator function test on the DCIU circuit packs and resolves alarmed entries.

9-10 Trouble Tracker R1V5 Operations Manual, March 1994 PROC Overview ffffffffffffffffffffffffffffffffffffff Table 9-1 lists the PROC and test number run by the specified tests.

TABLE 9-1 Trouble Shooter PROC and Test Numbers bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 600, test #1c ALARM CAUSES/ERROR LOG c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c c c c PROC 601, test #2c ENVIRONMENTAL TESTS c c Automatic bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 610, test #1c TAPE TESTS c c or Manual bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 612c INITIALIZATION CAUSES c c Tests bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 620, test #4c NETWORK PROCEDURE c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 622, test #2c NETWORK PERIPHERALS c c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c PROC 650, test #2c DCIU TESTS c c c c c c DCIU Tests bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 600, test #1c ALARM CAUSES/ERROR LOG c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c PROC 650, test #2c DCIU TESTS c c c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 600, test #1c ALARM CAUSES/ERROR LOG c c Station Tests bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 620, test #4c NETWORK PROCEDURE c c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc c PROC 622, test #2c NETWORK PERIPHERALS c c c c c c Trunk and System bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc PROC 600, test #1c ALARM CAUSES/ERROR LOG c c c c c bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc Control Tests c PROC 620, test #4c NETWORK PROCEDURE c

Trouble Shooter 9-11 Display Data Formats

Displayffffffffffffffffffffffffffffffffffffff Data Formats Screen 9-2 shows the screen formats for the specified tests. The individual field definitions are detailed after the PROC Screen Formats screens. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c ALARM ERROR LOG c c EI DESCRIPTION EQUIPMENT SEV DY TIME ERR RF c ______c c ENVIRONMENT TESTS MCC AC 48V FUSE DC/DC FREQ AIR HOLD MCC-PWR c c EI EQUIP SEV STA PWR PWR BRKR CONV GEN FLOW TEMP OVER LT RT RESOLUTION c ______c TAPE TESTS (System 85 R2V1-R2V4) c c --EQUIPMENT-- T C D X S P C NBR FAULT RUN BRD BRD c c EI I N A P V W T SEV FAIL IDX CODE DY TIME TAPE TYPE VINT RESOLUTION c ______c TAPE TESTS (DEFINITY Generic 2) c c --EQUIPMENT-- C S D F T C C NBR FAULT RUN BRD BRD c c EI P P D O D A T SEV FAIL IDX CODE DY TIME TAPE TYPE VINT RESOLUTION c ______c INITIALIZATION CAUSES (System 85 R2V1-R2V4) c c FAULT UNIT FAULT MEMORY ADDRESS RELOAD PROCESSOR NUMBER TYPE CODE BLOCK BLOCK DY TIME COUNT HEALTH c c ______c c INITIALIZATION CAUSES (DEFINITY Generic 2) INIT c c CAUSE UNIT INIT MEMORY ADDRESS RELOAD PROCESSOR INDEX TYPE CAUSE BLOCK BLOCK DY TIME COUNT HEALTH c c ______c c NETWORK TESTS RM CK INIT FINAL BRD BRD c c EI DESCRIPTION EQUIPMENT SEV ST ST FL CD FL CD TYPE VINT RESOLUTION c ______c STATION TESTS c c EQ LC CK TS FAULT NBR NBR FAL BRD BRD EI EQUIPMENT SEV TY RM ST MD CODE TEST FAIL IDX TYPE VINT RESOLUTION c c ______c DCIU TESTS c DA DCIU DA LK FAULT BRD BRD c c EI EQUIPMENT SEV LK STA STA CODE TYPE VINT RESOLUTION cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb______c

SCREEN 9-2 PROC Screen Formats

9-12 Trouble Tracker R1V5 Operations Manual, March 1994 Display Data Formats ffffffffffffffffffffffffffffffffffffff The following are the PROC definitions. 48V PWR A 48-volt power failure AC PWR An AC power failure ADDRESS BLOCK The octal address in the memory block AIR FLOW An air flow failure BRD TYPE The suspect board type associated with this equipment BRD VINT The suspect board vintage associated with this equipment CA The disk/tape system cable or power CK ST The circuit status of the circuit being displayed CN The HCMR controller circuit pack CP The TN563 controller circuit pack CT The cartridge DA The HCMR data electronics circuit pack DA LK STA The status of the data link DA LK The data link number DC/DC CONV A DC-to-DC converter failure DCIU STA The DCIU status DD The disk/tape system disk drive DESCRIPTION The designation of the functional unit of equipment DY The day that the error was recorded EI Associated with the total number of alarmed circuits EQ TY The equipment type EQUIP mod/cab/car/slot/ckt (nonuniversal), mod car slot ckt (universal) ERR The total failures recorded for displayed error log entry FAL IDX The failure index FAULT CODE - PROC 612: The initialization cause; other PROCs: the specific fault code FAULT NUMBER The initialization number FINAL FL CD The final fault code after Trouble Shooter testing FO The disk/tape system fan over temperature FREQ GEN A frequency generator failure FUSE BRKR A blown fuse or circuit breaker failure

Trouble Shooter 9-13 Display Data Formats ffffffffffffffffffffffffffffffffffffff HOLD OVER A memory hold over failure IDX The failure index INIT CAUSE The initialization cause INIT CAUSE INDEX An index to processor initializations INIT FL CD The initial fault code before Trouble Shooter testing LC RM Local/remote MCC-PWR LT RT Failure with the left or right module control carrier power MCC STA The status of the module control channel MEMORY BLOCK The failed memory block NBR FAIL The number of failures recorded NBR TEST The number of times tested PROCESSOR HEALTH The processor health status PW The HCMR power circuit pack RELOAD COUNT The count to reload of memory RESOLUTION Cleared or uncleared by Trouble Shooter RF The last two PROC digits that provide details about the cause of the error RM ST The remote status RUN TAPE The hours since the tape was last run SEV The alarm status of the displayed failure SP The disk/tape system serial port SV The HCMR servo circuit pack TD The disk/tape system tape drive TEMP A temperature failure TI Tape interface equipment TIME Hour / minutes TS MD The test mode UNIT TYPE The number designation of the functional unit of equipment XP The HCMR transport circuit pack

9-14 Trouble Tracker R1V5 Operations Manual, March 1994 Initializing Trouble Shooter

Initializingffffffffffffffffffffffffffffffffffffff Trouble Shooter To initialize Trouble Shooter, you need to decide whether or not each System 85 R2V1 through V4 or DEFINITY Generic 2 maintained product should require Trouble Shooter to run automatically when an alarm is received.

Procedure to Run Trouble Shooter Automatically Before running Trouble Shooter, make sure that there is a 1200 baud port configured in the Port Configuration database. Refer to Chapter 2, Initializing the Trouble Tracker Database, for more information. Use this procedure to set up the System 85 or Generic 2 switches to run a Trouble Shooter session automatically when an alarm is received. Do not use this procedure to set up the external equipment associated with the switch to automatically run Trouble Shooter, since the appropriate switch maintained product will be set up to do this already. 1 Select 6. System Initialization from the Trouble Tracker Main Menu. 2 Select Maintained Products from the System Initialization Menu. 3 Enter q to query the maintained products database. 4 Enter the Product Name of a System 85 or DEFINITY Generic 2 switch for which you want automatic trouble shooting when an alarm is received, then press ESC . 5 Enter u to begin entering the data to be updated.

6 Using the TAB key, move the cursor to the Trouble Shoot field and enter y . If the external equipment is set up as separate maintained products from the switch, make sure that the Trouble Shoot field is n .

7 Press ESC to update this maintained product in the database.

Trouble Shooter 9-15 The Trouble Shooter Interface

Theffffffffffffffffffffffffffffffffffffff Trouble Shooter Interface Note: Do not stop alarm processing while a Trouble Shooter session is in progress. Use the Trouble Shooter Session Summary utility to make sure that there are no active Trouble Shooter sessions before stopping alarm processing.

If alarm processing is stopped while an automatic Trouble Shooter session is in progress, alarm information is held in a UNIX file until alarm processing is started, at which time, the information is immediately sent to Trouble Tracker and trouble tickets are opened with extra notes specifying that Trouble Shooter failed. When Trouble Tracker alarm processing is started again, the automatic Trouble Shooter session is not restarted automatically; use the Manual mode utility to Trouble Shoot the switch.

If alarm processing is stopped while a manual or component Trouble Shooter session is in progress, all alarm information is lost and no mail is sent. When Trouble Tracker alarm processing is started again, the manual or component Trouble Shooter session is not restarted automatically. Screen 9-3 shows the Trouble Shooter Main Menu. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c Welcome to TROUBLE SHOOTER c c 1. Component Trouble Shooting Menu c c 2. Manual Trouble Shooting c c 3. Trouble Shooter Session Summary c c 4. Trouble Shooter Session Results Menu c c c c 5. Trouble Shooter History Removal 6. Trouble Shooter Session Termination c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 9-3 Trouble ShooterÂs Main Menu

9-16 Trouble Tracker R1V5 Operations Manual, March 1994 Component Trouble Shooting Menu

Componentffffffffffffffffffffffffffffffffffffff Trouble Shooting Menu

When Component Trouble Shooting Menu is selected and a valid Generic 2 or System 85 product name is entered, the specified component test is run. The results of the test can be displayed using the Trouble Shooter Session Results Menu.

Procedure

1 Select Component Trouble Shooting Menu from the Trouble Shooter Main Menu. 2 Select the following: DCIU Test Station Test Trunk Test System Control Test System Configuration . 3 At the product name prompt, enter the name of a valid maintained product that the specified Component Trouble Shooter session will run. 4 If the selected Component Test is either System Control, Trunk, or Station, at the enter equipment location, station, or trunk group prompt, enter: For System Control Ð mod/cab/car/slot/ckt or mod/cab/car/slot . For Trunk Ð mod/cab/car/slot/ckt or trk grp, trk member . For Station Ð mod/cab/car/slot/ckt or extension . You will be prompted to enter another equipment location, station, or trunk. You can enter up to 20 equipment locations and/or stations or trunks, one per prompt. Universal equipment locations are not acceptable. When all the equipment locations and/or stations or trunks have been specified, enter c to continue. 5 Enter b to perform the test in the background or f to perform the test in the foreground. If background is specified, messages are displayed informing you that the Trouble Shooter session has been initiated and telling you what login mail will be sent upon completion or termination of the session. If foreground is specified, informational messages will be displayed and at the completion of the test, you will be prompted to send the report to either the terminal, a file or the printer. Specify the destination for the detailed results report.

Trouble Shooter 9-17 Manual Trouble Shooting

Manualffffffffffffffffffffffffffffffffffffff Trouble Shooting

When Manual Trouble Shooting is selected, Trouble Shooter is run against the specified System 85 switch. If an automatic Trouble Shooter session cannot be run against a switch; because the switch is busy, for example, use Manual Trouble Shooting when the switch becomes available. At the successful completion of the Trouble Shooter session, trouble tickets will be opened if a problem is unresolved, or closed if a problem is resolved as explained in "Trouble Tickets and Extra Notes" later in this chapter. A mail message will be sent when the Trouble Shooter session is complete to the login that initiated the Trouble Shooter session and will specify whether or not the Trouble Shooter session was successful.

Procedure

1 Select Manual Trouble Shooting at the Trouble Shooter Main Menu. 2 At the Enter product name prompt, enter a valid System 85 or Generic 2 switch name. 3 Enter b to perform the test in the background or f to perform the test in the foreground. If background is specified, messages are displayed informing you that the Trouble Shooter session has been initiated and telling you what login mail will be sent upon completion or termination of the session. If foreground is specified, informational messages will be displayed and at the completion of the test, you will be prompted to send the report to either the terminal, a file or the printer. Specify the destination for the detailed results report. If the specified switch has a Trouble Shooter session in progress or an invalid Generic 2 or System 85 product name is entered, an error message will be displayed. 4 At the Enter product name prompt, enter another valid Generic 2 or System 85 product name or press DEL to exit to the Trouble Shooter Main Menu.

9-18 Trouble Tracker R1V5 Operations Manual, March 1994 Trouble Shooter Session Summary

Troubleffffffffffffffffffffffffffffffffffffff Shooter Session Summary

When Trouble Shooter Session Summary is selected, a summary and status for the last successful Trouble Shooter session of each maintained product or the maintained product selected are printed to the screen (as shown in Screen 9-4).

Procedure

1 Select Trouble Shooter Session Summary from the Trouble Shooter Main Menu. 2 At the Enter product name prompt, enter a valid Generic 2 or System 85 maintained product or all to see a summary of all products. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c PRODUCT TYPE OR TEST LAST TROUBLE SHOOTER RUN STATUS c sys851 automatic Mon Jan 16 15:18:34 1989 COMPLETED c c sys851 manual Mon Dec 12 10:00:30 1988 COMPLETED c c sys852 dciu Tue Feb 21 09:27:09 1989 ACTIVE c c sys852 manual Tue Dec 13 10:10:00 1988 COMPLETED c c sys853 configuration Wed Dec 14 10:03:45 1988 COMPLETED c c sys854 station Sun Jan 29 23:59:00 1989 COMPLETED c sys854 manual Thu Dec 15 10:00:29 1988 COMPLETED c c c sys855 trunk Mon Jan 30 00:00:01 1989 COMPLETED sys855 sys control Sat Dec 17 10:00:05 1988 COMPLETED c c sys855 automatic Fri Dec 16 10:15:01 1988 COMPLETED cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 9-4 Trouble Shooter Session Summary Screen

Trouble Shooter 9-19 Trouble Shooter Session Results Menu

Troubleffffffffffffffffffffffffffffffffffffff Shooter Session Results Menu Each time a successful Trouble Shooter session is run in Manual or Automatic mode against a Generic 2 or System 85 switch, a session results file is created. These database files include the PROCs run and the diagnosis found during the Automatic, Manual, DCIU, Station, Trunk, and System Control Trouble Shooter sessions. The PROCs are not provided in Component test results. Thereafter, each time Trouble Shooter is run against that switch, the appropriate status file is overwritten to include the diagnostic information from the latest session. When Trouble Shooter Session Results Menu is selected and a valid Generic 2 or System 85 product name is entered, a detailed report of the last successful Trouble Shooter sessions for the specified Generic 2 or System 85 switch product may be printed to either the terminal, a file or the screen. If Trouble Shooter is running against the specified switch, the message Trouble Shooter is still in progress is displayed.

Procedure

1 Select Trouble Shooter Session Results Menu from the Trouble Shooter Main Menu. 2 Select the following: DCIU Test Results Ð to display the results of the DCIU Trouble Shooter session Station Test Results Ð to display the results of the station Trouble Shooter session Trunk Test Results Ð to display the results of the trunk Trouble Shooter session System Control Test Results Ð to display results of the system control Trouble Shooter session Automatic Test Results Ð to display the results of the Automatic Trouble Shooter sessions Manual Test Results Ð to display the results of the Manual Trouble Shooter sessions System Configuration Results Ð to display the configuration of a selected product. 3 At the Enter product name prompt, enter a valid Generic 2 or System 85 product name or press DEL to exit to the Trouble Shooter Main Menu.

9-20 Trouble Tracker R1V5 Operations Manual, March 1994 Trouble Shooter Session Results Menu ffffffffffffffffffffffffffffffffffffff Screen 9-5 shows a sample Trunk test results screen. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c TRUNK TEST RESULTS c ======c Customer Name: PBX Corp. Duplicate Processor: no c c Product Name: ptrunk Switch Time: 02/27/1989 16:48 Release/Vintage: R2V4 1.2 c c ======c c TRUNK TEST RESULTS c c The tie trunk/data port[34] in equipment location c 00/1/2/05/0 has a minor alarm. c The initial fault code was 267. c The final fault code was 100. c This is a local port or RCL. c c The board is SN233 at vintage 3. Cannot remotely clear alarm. c c Suggest replacing tie trunk/data port circuit pack SN233 V3 in Equipment Location 00/1/2/05/0. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 9-5 Trunk Trouble Shooter Session Results Screen

Trouble Shooter 9-21 Trouble Shooter Session Results Menu ffffffffffffffffffffffffffffffffffffff Screen 9-6 shows a sample Manual test results screen. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c MANUAL TEST RESULTS c c c c ======Customer Name: PBX Corp. Duplicate Processor: yes c c Product Name: pauto Switch Time: 02/01/1989 21:56 Release/Vintage: R2V4 1.2 c c ======c c ALARM ERROR LOG c c EI DESCRIPTION EQUIPMENT SEV DY TIME ERR RF ------c c 1 tie trunk/data port 00/1/2/05/0 min 27 16:38 7 20 c c INITIALIZATION CAUSES c c FAULT UNIT FAULT MEMORY ADDRESS RELOAD PROCESSOR c c NUMBER TYPE CODE BLOCK BLOCK DY TIME COUNT HEALTH ------c c 2 2 8 0 4012 27 10:51 1 0 c c NETWORK TESTS c c RM CK INIT FINAL BRD BRD c c EI DESCRIPTION EQUIPMENT SEV ST ST FL CD FL CD TYPE VINT RESOLUTION ------c c 1 tie trunk/data 00/1/2/05/0 min 0 0 267 100 SN233 3 uncleared c c SECOND PASS ALARM ERROR LOG c c EI DESCRIPTION EQUIPMENT SEV DY TIME ERR RF ------c c 1 tie trunk/data port 00/1/2/05/0 min 27 16:38 7 20 c c OFFLINE ALARM ERROR LOG c c EI DESCRIPTION EQUIPMENT SEV DY TIME ERR RF RESOLUTION c c ------1 environment 00/0 maj 01 21:42 174 1 uncleared c c c c RECOMMENDATIONS Suggest replacing tie trunk/data port circuit pack c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbSN233 V3 in Equipment Location 00/1/2/05/0. c

SCREEN 9-6 Manual Trouble Shooter Session Results Screen

The Switch Data is information about the product, taken from the switch itself. The recommendations contain the same information that appears in the extra notes.

9-22 Trouble Tracker R1V5 Operations Manual, March 1994 Trouble Shooter History Removal

Troubleffffffffffffffffffffffffffffffffffffff Shooter History Removal Note: The files that pertain to Trouble Shooter are structured in such a way as to acquire knowledge and become smarter with each Trouble Shooter session. Because of this, manipulating, editing, customizing, or deleting these files could make your Trouble Shooter system less smart. Refer to Trouble Shooter Files later in this section for more information. Before running the History Removal utility, consult your system administrator.

When Trouble Shooter History Removal is selected, history records specifying an historical picture of problems with the switch may be deleted prior to the date specified. In general, this utility is run only to delete very old historical records to free disk space or if major changes were made to the switch hardware which make the historical records misleading.

Procedure

1 Select Trouble Shooter History Removal from the Trouble Shooter Main Menu. 2 At the Please enter product name prompt, enter a valid Generic 2 or System 85 product name to clear Trouble Shooter history information for a specific Generic 2 or System 85 product in the database, or enter all to clear Trouble Shooter history information for all the Generic 2 or System 85 switches in the database. 3 At the Please enter date prompt, enter the day up to which the the history information will be deleted. For example, if 1/1/89 is entered, the information up to 12/31/88 will be deleted and the information from 1/1/89 will remain in the database. 4 At the Do you wish to proceed prompt, enter y to continue or n to abort the deletion request. Upon completion of the Trouble Shooter History Removal utility, the number of rows (entries) in the database file that were deleted is displayed.

5 At the Please enter product name prompt, enter another valid product name or press DEL to exit to the Trouble Shooter Main Menu.

Trouble Shooter 9-23 Trouble Shooter Session Termination

Troubleffffffffffffffffffffffffffffffffffffff Shooter Session Termination

The Trouble Shooter Session Termination option can be used for any active background Manual, background Component, or Automatic Trouble Shooter session. When Trouble Shooter Session Termination is selected to terminate a session, the tslog will show a signal 15 (session terminated) for the specified Trouble Shooter session.

To terminate a foreground Manual or Component session, press DEL , then enter c to continue the session in the background or t to terminate the session. Note that if a Trouble Shooter session is running in the foreground and this option is specified for the product from another terminal, it will be terminated and the termination results will be displayed on the terminal that initiated the session.

Procedure

1 Select Trouble Shooter Session Termination from the Trouble Shooter Main Menu. 2 Enter the product name that is running the background Component, background Manual, or Automatic Trouble Shooter session to be terminated. 3 When the Termination Completed message is displayed, the specified Trouble Shooter session has been terminated. Note: Partial results are never provided if the session is terminated manually.

9-24 Trouble Tracker R1V5 Operations Manual, March 1994 Trouble Shooter Logs

Troubleffffffffffffffffffffffffffffffffffffff Shooter Logs Each product directory contains a UNIX file, tslog. This file contains a list of every successful or unsuccessful Trouble Shooter session for a particular switch. When the tslog file reaches 50,000 bytes, it is copied to otslog. These files can be displayed by escaping to the shell, changing directories, and catting the file.

Procedure

1 At the Main Menu, enter !sh , when the system prompt appears, enter cd $TTASDIR/ts/pname , where pname is the maintained product name of the Generic 2 or System 85. 2 Enter cat tslog to display the UNIX file. Screen 9-7 shows a sample tslog file print out. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb

c Mar 31 13:41 1989 tslog Page 1 c c c 03/30/89 1559:STATION::FINAL RESULTS OF SESSION c Successful. c c 03/30/89 1616:MANUAL::FINAL RESULTS OF SESSION c c Successful. c 03/30/89 1641:SYS CONTROL::FINAL RESULTS OF SESSION c Successful. c c c 03/31/89 0819:DCIU::FINAL RESULTS OF SESSION c Successful. c 03/31/89 0841:AUTOMATIC::INTERMEDIATE RESULTS OF SESSION c c Error code 11 occurred on command 0.1.0.7 in PROC 620. c 03/31/89 0841:AUTOMATIC::FINAL RESULTS OF SESSION c c Error code occurred on command in PROC. c 03/31/89 0919:TRUNK:EQUIPMENT /0/1/3/4:FINAL RESULTS OF SESSION c Successful. c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN 9-7 Sample tslog Display

The information is ordered by date and time; the latest information last. Each Trouble Shooter session results block of information consists of: date and time:Trouble Shooter session type::intermediate results or final results . The results follow on the next line. If the results are intermediate, the final results immediately follow on the next line.

Trouble Shooter 9-25 Error Messages

Errorffffffffffffffffffffffffffffffffffffff Messages The following is a list of the messages found in the extra notes, mail messages, and the status log. Too many simultaneous TS sessions. Bad arguments to TS sessions. TS session currently in progress for this product. TS session could not be started. Could not change directory to product directory. Could not execute trouble shooting session. TS ran but did not detect this error. TS could not process trob_tt file. TS did not complete properly. Unable to log in. Maintenance mode is not available. System class of service maintenance procedure error code is:. Tape mode is not available. Unable to determine the number of remaining alarms. Off-line port in use. Off-line maintenance mode is not available. Unable to determine the number of off-line alarms. Too many VMAAP commands. Timeout of open. Timeout of command. Connection lost. Connection failed. Switch to off-line processor failed. Emergency Transfer is active. Common Control power failure. Memory mismatch. Switch requires a reload. Too many INIT-As. Unable to communicate with module processor. Resources unavailable. Error code x occurred on command y in the z maintenance procedure. Session timeout.

9-26 Trouble Tracker R1V5 Operations Manual, March 1994 Customizing Trouble Shooter

Customizingffffffffffffffffffffffffffffffffffffff Trouble Shooter Trouble Shooter can be customized in the same way as Trouble Tracker. Refer to the "Customizing Trouble Tracker" section in this manual for details. The Trouble Shooter files that you are allowed to customize are: tsresult.ace - the Trouble Shooter Manual and Automatic session default results report tscomp.ace - the Trouble Shooter Component Test default results report btsitems.mil - all of the Trouble Shooter menu options btsmen.mnl - all of the Trouble Shooter menu titles. Both of the .ace files list the fields where Trouble Shooter session results values are placed and a definition of the field. These field names can be used to build new reports.

Procedure to Change Default Reports To change the default Automatic/Manual Test reports from the tabular format to the more detailed Component Test report format: Copy the file $TTASDIR/adatabase/tscomp.ace to your local directory Rename the file to tsresult.ace Refer to Chapter 7, Customizing Trouble Tracker Files, to run the customized file installation program Specify the tsresult.ace file After the customization procedure is completed, the Automatic and Manual Test reports will look like the Component Test reports. To make the Component Test report look like the Automatic/Manual Test reports, copy the $TTASDIR/adatabase/tsresult.ace and rename it to tscomp.ace, then run the customized file installation program and specify the tscomp.ace file.

Trouble Shooter 9-27 Customizing Trouble Shooter ffffffffffffffffffffffffffffffffffffff

9-28 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffffTrouble Tracker Logs

There are six Trouble Tracker logs that you may find useful in following up on problems with routing, alarm reception, or communication with the Network Status Display (NSD) terminals. The logs are stored in the $TTASDIR/logs directory.

Trouble Ticket Log (ttlog) Whenever a trouble ticket is created in the database, an entry is made in the ttlog. The log is the source of the information shown on the Scrolling and Split Screen displays. Trouble tickets appear in this log regardless of thresholding. The log shows the ticket number, maintained product, and alarm type. Threshold tickets that have not met the alarm threshold criteria are automatically entered in the ttlog and time stamped with a future date and time. If threshold conditions are met before the indicated date and time, the ticket changes to open in the status field and auto in the originator field. If the threshold conditions are not met by the indicated date and time, then the ticket is deleted from the database. Screen A-1 shows some sample entries from the Trouble Ticket log. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c 146 losangeles85 maj 03/01/91 0649 1512 environment c 147 losangeles85 min 03/01/91 0852 1512 tms/network duplication c c 148 chicago85 min 03/01/91 1054 1630 auxiliary trunk 156 phoenixdim maj 03/01/91 1857 1336 fan stoppage c c 158 newyork75 min 03/01/91 2301 1420 ANL-BD reported an error cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN A-1 Example of the Trouble Ticket Log

Trouble Tracker Logs A-1 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Routing Log (routelog) When a ticket is successfully routed to a routing destination, an entry is made in the routelog. The log contains the date and time the alarm was routed, the name of the internal process that routed the alarm, the trouble ticket number, and a description of the routing destination. Screen A-2 shows some sample Routing Log entries. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c Oct 5 14:43:40 routemail: CLOSED tt=5 routed to ttas c c Oct 5 14:45:00 routemail: DISPATCH tt=7 routed to sigtt Oct 5 15:02:57 routemail: JEOPARDY tt=19 routed to sigtt c c Oct 5 15:11:26 routemail: JEOPARDY tt=17 routed to sig2 c Oct 5 15:11:34 routemail: JEOPARDY tt=17 routed to sigtt c Oct 5 15:11:40 routemail: DISPATCH tt=21 sig2 c c Oct 5 15:11:41 routemail: OPEN tt=23 routed to sig2 cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN A-2 Example of the Routing Log

Error Log (errorlog) This is a log of all system errors. Appendix C contains a list of these errors with a suggested cause and resolution. You may route routing errors to any legal routing destination. Refer to "Alarm Strategy" in Chapter 2, "Initializing the Trouble Tracker Database." Whenever alarm processing is restarted, the error log is copied into the file oerrorlog. Screen A-3 shows some sample Error Log entries. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c 11/2/91 0939 guardian: Trouble Tracker booted c c 11/2/91 0953 prtdial: Call failed 12155553636 (1200 baud) 11/2/91 1022 routeprt: error while dialing '12155553636' c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN A-3 Example of the Error Log

A-2 Trouble Tracker Logs Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Alarm Log (alarmlog) This log contains a record of all the incoming phone calls to Trouble Tracker. Each entry is two lines long. It contains the date and time the call was received, the product alarm ID, and the name of the internal process that received the call. Calls received from products that are not in the maintained products table (for example, nonsupported products) are also logged. Screen A-4 shows some sample Alarm Log entries. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c 8/25/91 0959: x25rcvr: 1222222222: sane = 1: alarm type 0 c Call from sun: read timed out: session established: HYB-BD Reported an error, c problem is on board c 8/31/91 0931: b1200rcvr: 5123456789: status 31 c c Call from isn: scode = '1234': ecode = '4321': count = '5678': intrvl = '8765': ISN is DOWN c c 8/31/91 0942: b1200rcvr: 0000000000: status 4A: Mnt bus = 03 00 00 00 00 00 c Call from pluto: System 85 R2V4: 0 aca referrals generated c : 0 trunks tested c 8/31/91 1117: b1200rcvr: 8111111111 c Product = inads85: My_GMT = 620579892: Severity = wrn: Desc = bad trunk: c Status = disp: Equip = 1/1/1/1/1: Notes = c 8/31/91 1117: b1200rcvr: 9000000000 c Product = sys85: My_GMT = 620579892: TT = 615: Open_t = 619902952: c Status = disp: Disp_t = 620410655: NOTES=LDN=333-4444+sent technician<> c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN A-4 Example of the Alarm Log

Network Status Display (NSD) Log (glog.loginid) This log contains a record of communications between Trouble Tracker and the NSD. There is a separate log for each NSD login ID. It contains the alarm type and the product name. Each time an NSD user starts the NSD, the old log is saved as oglog.loginid.

Trouble Tracker Logs A-3 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Status Log (statuslog) The statuslog contains the output from the scheduled status checks. On a regular basis, this program is run to check the status of the Trouble Tracker master process guardian. When the Trouble Tracker is up and running, an entry in the statuslog will contain the date and time of the status check followed by the process information for guardian from the UNIX command ps -ef (refer to Screen A-5). When the guardian process is down, (that is Stop Alarm Processing was run), or quit due to an error, the statuslog program may contain other messages. In addition to the statuslog, the messages may appear in the console screen, errorlog, and e-mail messages. For more information, refer to the GUARDIAN_ANGEL section of Appendix C. Screen A-5 shows some sample Status Log entries. bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c [Tue 08/18 06:10] ttas 438 435 0 Aug 13 ? 0:10 guardian -up c [Tue 08/18 06:25] ttas 438 435 0 Aug 13 ? 0:10 guardian -up c [Tue 08/18 06:40] ttas 438 435 0 Aug 13 ? 0:11 guardian -up c [Tue 08/18 06:55] ttas 438 435 0 Aug 13 ? 0:11 guardian -up c c [Tue 08/18 07:10] ttas 438 435 0 Aug 13 ? 0:11 guardian -up [Tue 08/18 07:25] ttas 438 435 0 Aug 13 ? 0:11 guardian -up c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

SCREEN A-5 Example of the Status Log

A-4 Trouble Tracker Logs ffffffffffffffffffffffffffffffffffffffUpgrading Trouble Tracker Software

This section explains how to install a new release of Trouble Tracker software. Before you begin, you should have the following: Several blank, formatted diskettes or scratch tapes, which you will need for the full backup that is performed before the upgrade. To format the diskettes, log in as root and refer to the instructions in "Disk/Tape Management" in the AT&T 3B2 Computer System Administrator's Guide for the 3B2/600 and 3B2/400 processors, the 6386E/33 WGS Processor User's Guide for the 6386E/33, 6386SX/EL WGS Processor User's Guide for the 6386SX/EL, NCR-3315 User's Manual for the NCR-3315, or the NCR System 3000 Model 3332 User's Manual for the NCR-3332. The tape or diskettes that contain the new Trouble Tracker software Upgrade the INFORMIX software from 2.10 to 4.0 before upgrading the Trouble Tracker software The upgrade should take about two hours to complete. You do not have to dismantle the earlier version of the software before you do the upgrade, but you must stop alarm processing using the Stop Alarm Processing option.

Performingffffffffffffffffffffffffffffffffffffff the Upgrade The upgrade procedure assumes that the new version of software changes the database schema. If the schema has not changed, some prompts described below may not be displayed. If you have customized any Trouble Tracker tables or menus, the upgrade automatically installs your customized files. However, if the new version of software changes the database schema, you may need to update and reinstall the customized files to reflect the changes. If possible, do this before you run the upgrade procedure.

Upgrading Trouble Tracker Software B-1 Trouble Tracker R1V5 Operations Manual, March 1994

Upgradingffffffffffffffffffffffffffffffffffffff Trouble Tracker on the 3B2 Processors

Procedure

1 Log in to Trouble Tracker at the console prompt. 2 Select Stop Alarm Processing from the Utilities menu. A message appears stating that Trouble Tracker is being brought down. 3 Make sure all users have been logged off. 4 If the ACCUMASTER Integrator NMP Interface has been installed on the machine, make sure the NMP process is brought down. Refer to Chapter 8, "The ACCUMASTER Integrator NMP Interface." 5 Logbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb in as root at the prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbConsole login c

6 Enter sysadm to get into system administration functions. To select an option from a menu, enter the number that corresponds to the option and press RETURN . 7 Select softwaremgmt from the System Administration menu. 8 Select tapepkg from the Software Management menu for a 3B2/600, or installpkg for a 3B2/400. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Response: c c Package installation/removal from SCSI tape. c c Do you want to install or remove the package? c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb[install remove quit i r q] c

9 Enter i to install the package.

10 Insert the Trouble Tracker tape into the drive and press RETURN . 11 Next, the system prompts for your package selection.

12 Enter all to select Trouble Tracker and press RETURN . System Response: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter Trouble Tracker administrative login c

B-2 Upgrading Trouble Tracker Software Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

13 Enter the correct login name. If the login is ttas, press RETURN to select the default.

Trouble Tracker compares the version of the software you are loading to the version already on your processor. If any inconsistencies are found, a warning message is displayed. If no inconsistencies are found, the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c The database schema for this installation is being changed. c c You will need some backup media c in order to back up the database prior to the c schema change. If you do not have such backup media c c available, abort this procedure now and begin again when you do have the media available. c c Type when ready, q and to quit: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc

14 To continue the upgrade, press RETURN . If you want to stop the upgrade at this point, enter q , and press RETURN . The system displays the serial number of the software that is currently loaded on the administrative login, along with a message stating that it will now be upgraded. The system begins to install the contents from the tape. The names of the files being updated are displayed. After the first group of files is installed, the following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c The database schema is being changed. At this point, you must make a full backup of your Trouble Tracker c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbsystem. c

Insert a blank formatted diskette or cartridge into the drive and enter the appropriate number for the backup medium used.

Ð The backup is performed.

Ð Put the backup medium aside, as you will be reinserting it later in this upgrade procedure.

After the backup is complete, reinsert the Trouble Tracker medium. Type RETURN to continue the upgrade. The screen lists the names of the software files as they are loaded. 15 A message is displayed to tell you to insert the selected medium used in the full backup and then press RETURN . 16 Log off as root and log in as ttas or the Trouble Tracker administrative login. 17 Update the .profile if you wish to use the G2 Maintenance Module. Refer to Appendix C, "Cut-Through Environment Variables," in the Trouble Tracker Installation Manual.

Upgrading Trouble Tracker Software B-3 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

18 Bring up the Trouble Tracker system by selecting Start Alarm Processing from the Initialization menu or the Utilities menu. 19 If it was necessary to bring down the Integrator Interface to upgrade the Trouble Tracker software, bring it back up. Refer to Chapter 8, "The ACCUMASTER Integrator NMP Interface," for details. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

B-4 Upgrading Trouble Tracker Software Trouble Tracker R1V5 Operations Manual, March 1994

Upgradingffffffffffffffffffffffffffffffffffffff Trouble Tracker The next procedure explains how to upgrade the software for either the 386 and the NCR processors.

Procedure

6 Enter installpkg . 7 Insert the first Trouble Tracker diskette into the drive. When complete, insert the remaining diskettes. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Response: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter Trouble Tracker administrative login c

8 Enter the correct login name. If the login is ttas, press RETURN to select the default.

Upgrading Trouble Tracker Software B-5 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

9 To continue the upgrade, press RETURN . If you want to stop the upgrade at this point, enter q , and press RETURN . The system displays the serial number of the software that is currently loaded on the administrative login, along with a message stating that it will now be upgraded. The system begins to install the contents from the first diskette. The names of the files being updated are displayed. After the first diskette is installed, the system prompts you to make a backup of the software. The following message is displayed: bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c The database schema is being changed. At this point, you must make a full backup of your Trouble Tracker c cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbsystem. c

Insert a blank formatted diskette or cartridge into the drive and enter the appropriate number for the backup medium used.

Ð The backup is performed.

Ð Put the backup medium aside, as you will need it later in the upgrade process.

After the backup is complete, reinsert the Trouble Tracker medium. Type RETURN to continue the upgrade. The screen lists the names of the software files as they are loaded. 10 A message is displayed telling you to insert the selected medium used in the full backup procedure and then press RETURN . 11 Log off as root and log in as ttas or the Trouble Tracker administrative login. 12 Update the .profile if you wish to use the G2 Maintenance Module. Refer to Appendix C, "Cut-Through Environment Variables," in the Trouble Tracker Installation Manual. 13 Bring up the Trouble Tracker system by selecting Start Alarm Processing from the Initialization menu or the Utilities menu. 14 If it was necessary to bring down the Integrator Interface to upgrade the Trouble Tracker software, bring it back up. Refer to Chapter 8, "The ACCUMASTER Integrator NMP Interface," in this manual for details. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

B-6 Upgrading Trouble Tracker Software Trouble Tracker R1V5 Operations Manual, March 1994

Upgradingffffffffffffffffffffffffffffffffffffff the Network Status Display (NSD)

Procedure Note: If the Emulator is loaded, it will use the COM1 port, and the NSD will use the COM2 port. Loading the Emulator software requires additional hardware that must be installed prior running the NSD. Refer to the installation instructions included with the additional hardware needed to run the Emulator.

1 Enterbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb a at the following prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbc> c

2 Enterbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb setup at the next prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbba> c

Note: The Setup program changes the autoexec.bat file to oautoexec.bat, the win.ini file to owin.ini, and the nsd.txt file to onsd.txt.

3 Read the informational message, then enter c to continue. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbEnter a number, or 'q' to quit c

4 Enter: 1 if the NSD has a direct, hard-wired connection to the processor 2 if the NSD will access the processor through a 2224 modem 3 if the NSD will access the processor through ISN If 2 or 3 is selected, the nsd.txt connect script file must be edited as described in the Trouble Tracker Installation Manual. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Response: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbNetwork Status Display installed successfully c

5 When this message is displayed, press any key to continue. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Prompt: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbDo you wish to install the Emulator c

Upgrading Trouble Tracker Software B-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

6 Enter n to finish the software load process without installing the Emulator software or, y to load the Emulator software. Systembbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Message: cbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbSetup is done c

When this message is displayed, remove the diskette from the disk drive.

7 Reboot the system by simultaneously pressing CTRL ALT DEL , or press the reset button on the front of the CPU. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

B-8 Upgrading Trouble Tracker Software Trouble Tracker R1V5 Operations Manual, March 1994

Upgradingffffffffffffffffffffffffffffffffffffff from V3 to V4 on a Different Machine Use the following procedure if you want to upgrade your Trouble Tracker software from R1V3 to R1V4 on another processor. 1 Execute a complete backup of the R1V3 Trouble Tracker software on your current processor. See: "Full Data Backup" in Chapter 4, "Utilities," of the Trouble Tracker Operations Manual.

2 Install the new version (R1V4) of the Trouble Tracker software on the new processor. See: "Load the Trouble Tracker Software" in the appropriate processor chapter of the Trouble Tracker Installation Guide.

3 Restore the data from the backup medium to Trouble Tracker's database on the new processor. See: "Restore Data from Backup" in Chapter 4, "Utilities," in the Trouble Tracker Operations Guide. bbbbbbbbbbbbbbbbbb c c bbbbbbbbbbbbbbbbbbc End of procedure c

Upgrading Trouble Tracker Software B-9 ffffffffffffffffffffffffffffffffffffffError Messages

This section lists the possible error messages produced by Trouble Tracker, along with a description and suggested action. The format of the section is:

ERROR MESSAGE

When a message appears on your screen, it contains the time of the error (in military time as a four-digit number), the name of the routine that initiated the error (for example, dbaudit or graphd), then the message. In this section, messages are listed alphabetically by the name of the routine. The symbol %s is used to represent a variable string, such as the name of a device or port; the symbol %d is used to represent a decimal number. The message you see contains the actual name or number that caused the error.

DESCRIPTION

The text directly under the error message describes what the message means.

ACTION

The text in italics explains what you should do to correct the problem. If the message is not listed in this appendix, contact your customer support organization.

Error Messages C-1 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ADDALLTRK:FETCH TRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ADDALLTRK:OPEN TRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ADDALLTRK:DECLARE TRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ADDATRK:FETCH TRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ADDATRK:OPEN TRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ADDATRK:DECLARE TRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ADDPBX:DIRECTORY %S DOES NOT EXIST The specified directory was not there. Create the directory and rerun.

ADDPBX:ERROR %D READING DIRECTORY %S The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ADDPRODUCT:FETCH PRODTCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ADDPRODUCT:CAN'T OPEN PRODTCURSOR SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-2 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ADDPRODUCT:DECLARE PRODTCURSOR CURSOR FAILED SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ALARM:ERROR ON PREPARE OF %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ALARM:ERROR ON DECLARE CURSOR FOR %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ALARM:ERROR ON OPEN CURSOR FOR %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ATTSPBX:CAMPON FEATURE IS INACTIVE The machine does not have enough main memory to support the Campon feature. Verify the problem with your System Administrator.

AUDIT:FAIL FROM PROTOCOL Program can't recover from the previous protocol error. If the problem persists, contact your customer support organization.

B1200RCVR:INITIALIZATION COMPLETE Internal message. Informational message only, no action required.

B1200RCVR:INITIALIZATION COMPLETE Initialization of the 1200-baud alarm receiver has completed successfully. Informational message only, no action required.

B1200RCVR:CAN'T LOCK /DEV/%S A conflict has occurred between the 1200-baud alarm receiver and some other program such as UUCP. Both programs require exclusive access to a single port. Update the port configuration table or the UUCP Devices file to prevent the conflict. See "Planning and Installation" for more information.

B1200RCVR:MY_GMT FIELD IS NOT PRESENT A required protocol field is missing. This is a warning only for backwards compatibility.

Error Messages C-3 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

B300RCVR:CAN'T LOCK /DEV/%S A conflict has occurred between the 300-baud alarm receiver and some other program such as UUCP. Both programs require exclusive access to a single port. Update the port configuration table or the UUCP Devices file to prevent the conflict. See "Planning and Installation" for more information.

B300RCVR:INITIALIZATION COMPLETE Initialization of the 300-baud alarm receiver has completed successfully. Informational message only, no action required.

BORL1ND:EQUIPMENT LOCATION %S CAN NOT BE BUSIED OUT The specified equipment location is not valid in the switch If the problem persists, contact your customer support organization.

BORL1ND:EQUIPMENT LOCATION %S CAN NOT BE RELEASED The specified equipment location is not valid in the switch. If the problem persists, contact your customer support organization.

BORL1ND:EQUIPMENT LOCATION %S/%S/%S/%S/%S CAN NOT BE BUSIED OUT

CMA_COLD:FETCH PRODCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMA_COLD:CAN'T OPEN PRODCURSOR SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMA_COLD:DECLARE PRODCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMA_WARM:COUNT CMABUFF FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMA_WARM:DELETE ALL FROM CMABUFF FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-4 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

CMA_WARM:MESSAGE %D SENT %D TIMES This cma update request has been resent. Informational message only, no action required.

CMA_WARM:FETCH BUFCURS FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMA_WARM:OPEN BUFCURS FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMA_WARM:DECLARE BUFCURS FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMA_WARM:DELETE FROM CMABUFF FAILED: SQLCODE=%D, INVKID=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMA_WARM:INSERT INTO CMABUFF FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMASCHED:CAN'T DECLARE CMASCHED SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMASCHED:CAN'T OPEN CMASCHED SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CMASCHED:FETCH CMASCHED FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

CVTTIMEZONE:CAN'T GET VALUE FROM TZ This function can't access the environment variable TZ under the current environment. Check current user environment to make sure there is a variable TZ defined. Check your UNIX manual for more information about this variable.

Error Messages C-5 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

CVTTIMEZONE:CAN'T ACCESS THE ENVIRONMENT VARIABLE TZ Can't get permission to change the variable in the user environment. Consult your UNIX manual for detailed information about this variable and set it correctly.

CVTTIMEZONE:CAN'T RESTORE THE TZ User environment variable TZ is not changeable. Consult your UNIX manuals for more information about this variable and set it correctly.

DAEMON?:CAN'T FIND THE SHELL Could not find the shell program. Check if any system administration work may be going on which would account for the lost shell program. If the problem persists, contact your customer support organization.

DBAUDIT:ROUTING DESTINATION ``%S'', IGNORE STATUS A routing destination is in "ignore" status. All routing to this destination is flushed. Informational message only, no action required.

DBAUDIT:DECLARE SCHEDULE CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:PRODUCT ``%S'' REFERENCES NON-EXISTENT SCHEDULE ``%S'' Bad reference to a routing schedule. Check the spelling of the schedule field in the product.

DBAUDIT:FETCH PRODUCT SCHEDULE FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:ROUTING DESTINATION ``%S'', NULL STATUS A routing destination has a null status. The system tries to recover when it comes up and sets the status to the default ("r"). If problem reoccurs, contact your customer support organization.

DBAUDIT:ROUTING DESTINATION ``%S'', HOLD STATUS A routing destination is in "hold" status. The system buffers all requests to this destination until the status is changed to "r" or "i." Warning only.

DBAUDIT:OPEN PRODUCT CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-6 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DBAUDIT:DECLARE PRODUCT CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:WARNING: TOO MANY TRUNKS There are more network connectivity IDs referenced in the network connectivity table than the database audit is capable of checking. The current limit is 25,000. This is a database inconsistency and not a serious error. Remove unneeded entries from the network connectivity table. If more than 25,000 network connectivity IDs are needed, contact your customer support organization.

DBAUDIT:TRUNK ID #%LD HAS ONLY 1 END A trunk ID is used in only 1 trunk. This is typically caused by the deletion of another trunk table entry. This is a database inconsistency and not a serious error. Correct the network connectivity table entries. If only one end of a trunk is attached to a maintained product, then no trunk ID should be specified.

DBAUDIT:TRUNK ID #%LD HAS MORE THAN TWO ENDS There are more than 2 entries in the network connectivity table with the specified network connectivity ID. This is typically caused by a typographical error. This is a database inconsistency and not a serious error. Correct the specified network connectivity table entries. Use the Network Connectivity screen from the System Initialization menu.

DBAUDIT:TRUNK ID #%LD CONNECTS ``%S'' TO ITSELF The network connectivity table contains entries indicating that a product is connected to itself. This is usually caused by duplicate entries in the table. This is a database inconsistency and not a serious error. Correct the specified network connectivity table entries. Use the Network Connectivity screen from the System Initialization menu.

DBAUDIT:TRUNKS REFERENCE NON-EXISTENT PRODUCT ``%S'' Support for a product has been dropped without deleting all of its trunks from the network connectivity table. Delete all the network connectivity IDs for the dropped product's trunks from the network connectivity table.

DBAUDIT:FAULT LIST ``%S'' CONTAINS A NON-EXISTENT PRODUCT ``%S'' Support of a product has been dropped without removing it from all fault tally lists. This is a database inconsistency and not a serious error. Remove the dropped product from all fault tally lists. See "Fault Tally Lists" for information.

Error Messages C-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DBAUDIT:ROUTING SCHEDULE %D OF ``%S'' REFERENCES A NON-EXISTENT DESTINATION ``%S'' A routing destination has been deleted from the routing destinations table but not from the routing schedules table. This is a database inconsistency and not a serious error. Correct the routing schedule. See "Defining Routing Schedules" in Chapter 2 for more information.

DBAUDIT:TROUBLE TICKET #%LD IS AGAINST NON-EXISTENT PRODUCT ``%S'' An unclosed trouble ticket exists for a product which is no longer supported. This is a database inconsistency and not a serious error. Close all active tickets against the unsupported product.

DBAUDIT:THERE ARE THRESHOLDS FOR NON-EXISTENT PRODUCT ``%S'' A product entry has been removed from the maintained products table but not from the threshold table which references it. This is a database inconsistency and not a serious error. Remove all entries in the threshold table for the deleted product. See "Thresholds" in Chapter 2 for more information.

DBAUDIT:%S PORT %S IS NOT ACCESSIBLE The specified port is not accessible. All alarm receiver ports must have readable and writable permissions for all Trouble Tracker users or be owned by uucp. X.25 ports must be readable/writable to all Trouble Tracker users. Correct the port configuration table entry or have your System Administrator enable access to the port.

DBAUDIT:X25 PORT %S IS NOT ACCESSIBLE The mode of the X.25 port directory /dev/ does not allow read and search access to all users. This message is only generated on DEC TM processors. Correct the port configuration table entry or have your System Administrator enable access to the port.

DBAUDIT:THERE IS NO PORT OF TYPE ``%S'' NAMED ``%S'' An entry is specified in the port configuration table which refers to hardware which is not installed on the system. Correct the port configuration table entry.

DBAUDIT:A PORT OF TYPE ``%S'' MUST HAVE A NAME OF THE FORM ``*TTY*'' A 1200-baud, 300-baud, Silent Knight, or NSD port is configured in the port configuration table with an illegal port name. If NSD is not configured, the NSD table entry should contain a a port name of "null." For all other types, no port means no entry. Correct the port configuration table entry.

C-8 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DBAUDIT:THE X25 PORT MUST BE ``X25'' The name of the X.25 port on the PC6300+ must be "x25." Specification of any other name is considered an error. Correct the entry for the X.25 alarm receiver port in the port configuration table. If no X.25 port is configured, then there should be no entry in the port configuration table for an X.25 port. See "Assigning Alarm Receiver Ports" in Chapter 2 for more information.

DBAUDIT:WARNING: EXCESSIVE NUMBER OF PORTS IN THE PORT CONFIGURATION TABLE The port configuration table contains an unreasonably large number of entries. The current limit is 30 ports. Most systems should have less than 6 entries. Note that this warning indicates that only partial checking for duplicate port entries can be performed. Verify that all entries in the port configuration table are valid.

DBAUDIT:PORT %S IS LISTED TWICE IN THE PORT CONFIGURATION TABLE The specified port is listed more than once in the port configuration table. Since a port can only be used for one purpose at a time, alarm processing cannot begin until this situation is corrected. Audit the hardware port configuration and update the port configuration table to conform to the actual hardware configuration. Changes to the port configuration table take effect when alarm processing is started.

DBAUDIT:THERE MUST BE AT LEAST ONE ALARM RECEIVER IN THE PORT CONFIGURATION TABLE The port configuration table does not contain any entries for alarm receivers. Alarm processing cannot begin until this is corrected. Add entries to the port configuration table for all alarm receivers configured in hardware. Changes to the port configuration table take effect when alarm processing is started.

DBAUDIT:ROUTING DESTINATION ``%S'', ILLEGAL STATUS ``%S'' Illegal routing destination status. See your Trouble Tracker System Administrator.

DBAUDIT:OPEN SCHEDULE CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:FETCH SCHEDULE FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:UNUSED SCHEDULE(S) ``%S'' An unused routing schedule was found. Warning only.

Error Messages C-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DBAUDIT:DECLARE PRODUCT (SERVICE) CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:OPEN PRODUCT (SERVICE) CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:FETCH PRODUCT SERVICE FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:PRODUCT ``%S'' REFERENCES NON-EXISTENT SERVICE CONTRACT ``%S'' Bad reference to a service contract. Check the spelling of the contract field.

DBAUDIT:DECLARE SERVICE CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:OPEN SERVICE CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:FETCH SERVICE FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:UNUSED SERVICE CONTRACT(S) ``%S'' An unused service contract was detected. Warning only.

DBAUDIT:FETCH SERVICE HOLIDAY FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:SERVICE CONTRACT ``%S,%D'' REFERENCES NON-EXISTENT HOLIDAY ``%S'' Bad reference to a holiday schedule. Check the spelling of the holiday field in the contract record.

C-10 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DBAUDIT:DECLARE HOLIDAY CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:OPEN HOLIDAY CURSOR FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:FETCH HOLIDAY FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBAUDIT:UNUSED HOLIDAY ``%S'' An unused holiday schedule was detected. Warning only.

DBLIB.EC:UNABLE TO RUN PROGRAM PDCOUNT. The pdcount routine is inaccessible, doesn't have the correct permissions, or doesn't exist. Re-install your software. Contact your customer support organization.

DBMON:ERROR OPENING %S ERRNO %D An error occurred in attempting to open the pipe between the dbmon process and the graphb process. This could occur if an NSD user starts up and then is logged off at just the wrong moment. If this error only occurs occasionally and no Trouble Tracker NSD users complain, it can be ignored. If the problem persists, check the name of the file which cannot be opened and the error number returned from UNIX. It's possible that the permissions for the user do not permit for the creation of a pipe in that directory. This can be fixed by correctly setting up permissions.

DBMON:TOO MANY NSD'S Only five NSD users may simultaneously login to a Trouble Tracker system. Make sure only five NSD users login at a time.

DBMON:PIPE %S NOT FOUND An NSD user is attempting to log out but the pipe they claimed they were using cannot be found. If this error happens rarely and no NSD users are affected it may be ignored. If the problem persists, contact your customer support organization.

DBMON:MALLOC FAILED ERRNO %D An attempt to allocate memory space failed with the specified error number. Bringing alarm processing up and down should correct the problem. If the problem persists, contact your customer support organization.

Error Messages C-11 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DBMON:UPDATE OF CLOSE TIME FOR XNOTES TT %D FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem. If the error recurs, the database may be corrupt and it may be necessary to restore it from backups. If this is the case, contact your customer support organization.

DBMON:UPDATE HISTORY FAILED %LD TT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBMON:SNAPINIT HISTORY UPDATE FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBMON:SNAPINIT TICKETS UPDATE FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBMON:TOO MUCH CONNECTIVITY FOR %S The number of trunk connections specified for your system exceeds the current maximum for Trouble Tracker. Check that all the specified trunks are still active. If any inactive trunks exist, delete them from the table. If all connectivity is valid, contact your customer support organization.

DBMON:GLUEID LOOKUP FAILED %LD TICKET %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBMON:OPEN OF %S FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBMON:DECLARE OF %S FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBMON:PREPARE OF %S FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-12 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DBMON:INITIALIZATION COMPLETE Initialization of the database monitor has completed successfully. Informational message only, no action required.

DBMON:UPDATE OF CLOSE TIME AND SNAP TT %D FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBMON:NORMAL EXIT The database monitor has shut down normally. This is not a problem if the user was trying to shut down Trouble Tracker. Informational message only. Start Alarm Processing again if the system should be running.

DBMON:RMREC FAILED %LD TT = %LD An error has occurred while trying to remove a trouble ticket from the active trouble ticket table. Try to remove the trouble ticket from the database. If you cannot or if the problem persists, contact your customer support organization.

DBMON:TOO MANY BROKEN PRODUCTS The maximum number of products that can simultaneously generate alarms has been reached. Determine the reason for the high number of outstanding alarms and try to clear them. If this problem persists, it may indicate that a high number of outstanding alarms is a normal condition; contact your customer support organization.

DBMON:TOO MANY BROKEN TRUNKS The system maximum for problems with broken trunks has been exceeded. Try to clear any outstanding problems with trunks. If the problem persists, it may indicate that a high number of broken trunks is a normal condition; contact your customer support organization.

DBMON:CANNOT OPEN %S: ERRNO = %D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

DBMON:TOO MANY FAULT TALLY DISPLAYS A request has been made to run more than the maximum of three fault tally displays. Exit from one of the existing fault tally displays, then re-enter the command.

DBMON:TOO MANY OPEN TICKETS Too many trouble tickets are simultaneously open. Determine why there are so many open trouble tickets, and close as many as possible. If the number open is typical for your system, contact your customer support organization.

Error Messages C-13 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DBMON:DISPTT UPDATE FAILED %LD TT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DBMON:SELECT TIME FIELDS FROM HISTORY FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DDB:DIRECTORY %S DOES NOT EXIST The directory $TTASDIR/graphdir does not exist. Create the directory $TTASDIR/graphdir and assign read/write/execute permissions.

DDB:ERROR %D READING DIRECTORY %S The directory $TTASDIR/graphdir is unreadable. Assign read/write/execute permissions to the $TTASDIR/graphdir directory.

DELALLTRK:FETCH DELCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DELALLTRK:OPEN DELCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DELALLTRK:DECLARE DELCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DELATRK:FETCH DELCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DELATRK:OPEN DELCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

DELATRK:DECLARE DELCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-14 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DIMCALL:A PRODUCT MUST BE SPECIFIED A product name for DIMENSION FP8 PBX should be specified when attempting to call back. Specify the product in the products table and try "call back" again.

DIMENBZI:P563 FAILED -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

DIMENBZI:P563.X FAILED -ERROR(%D) %S Response from switch. Re-try your command. Verify that the switch is operational. Contact your switch manager for assistance.

DIMENBZI:P100 FAILED -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

DIMENBZI:P177 FAILED -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

DIMENBZI:WARNING: TRUNK GROUP #%D HAS NO DIAL ACCESS CODE. The specified trunk group has no dial access code (DAC) assigned. If necessary, add a DAC to the trunk group.

DIMENBZI:PBXTALK(%S) -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

DMPOLL:INVPROD When entering an incorrect product name, the system responds with a message stating that the name is invalid. Check the spelling of the product name you're using. Verify the product name against the information contained in the maintained products database.

DMPOLL:LOW LEVEL PROTOCOL FAILURE. The command cannot recover from the previous protocol error. Re-try the command again. If it still fails after three retries, contact your service organization.

DOWNLOAD:PROTOCOL ERROR, TERMINATED THE COMMUNICATION WITH PBX The command cannot recover from the previous protocol error. If the problem persists, contact your customer support organization.

Error Messages C-15 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

DOWNPBX:CHANGE MODE FAILED Appropriate protocol cannot be used. If the problem persists, contact your customer support organization.

DOWNPBX:UNABLE TO GET MAINTENANCE MODE The maintenance mode of the switch is occupied by other application. Check the availability of the maintenance mode.

DOWNPBX:SWITCH UPDATE FAILED The switch table in the database cannot be updated. Check the the availability of the database.

ERRRPT: LOW LEVEL PROTOCOL ERROR. The command cannot recover from the previous protocol error. If the problem persists, contact your customer support organization.

ERRRPT:ERROR CODE %D TESTING %S Response from switch. Retry the command. Verify that the switch is operational. Contact your switch manager for assistance.

EXECPOLL:%SING %S TABLE FAILED The first %s can be Polling or Refreshing, and the second %s can be Transmission, Miscellaneous, or Summary. It indicates the failure of polling or refreshing the specific table. Run the command again. If the command still fails after three re-tries, contact your service organization

EXECPOLL:CANNOT UPDATE %S TABLE; SWITCH IS NOT REFRESHED The %s can be one of the Transmission, Miscellaneous, or Summary. The database table cannot be updated, therefore, the related switch table is not refreshed. Try to identify the reason why the database table cannot be updated, and follow the INFORMIX manual to resolve the problem.

EXECPOLL:SWITCH REFRESH FAILED A specific switch cannot be refreshed. Run the refresh command again.

FASTMAAP:UNKNOWN FASTMAAP BYTE %.2X An unexpected response was received from the System 85 PBX. Bad transmission line may be the cause. Try again. If the problem persists, contact your customer support organization.

FENDID:TOO MANY (%D) RECORDS FOUND FOR SAME GLUEID =%D ALARMID=%S ELL=%S You have more than two connectivity records with the same connectivity ID. Use the "system initialization" "network connectivity" screen to correct the problem. Use "utilities" "database audit" to verify that there are no further problems.

C-16 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

FENDID:FETCH FTRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

FENDID:OPEN FTRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

FENDID:DECLARE FTRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

FETCH_DB:SELECT: INVALID TEST TYPE %2D Unknown input parameter. Verify the syntax or usage of the command and try again

FETCH_DB:SELECT:%D OPEN Q_CURSOR FAILED The specified INFORMIX error number occurred. Refer to the ERROR Message section of the INFORMIX Reference Manual to determine the cause of the problem

GENTT:PRODUCT ID %S NOT IN MAINTAINED PRODUCTS Product ID specified by gentt parameters could not be found in the Maintained Products table. Verify that parameter ID in gentt is also contained in the Maintained Products database.

GENTT:CAN'T READ MY ALARM ID Could not read or open the file $TTASDIR/data/id. Check that file has readable permissions for all Trouble Tracker users.

GENTT:ILLEGAL FORMAT: GENTT ALRMID(TTAS FOR SELF) SEV(MAJ, MIN, WRN) DESC NOTES EQUIP Bad arguments passed into gentt. Verify parameters input to gentt against manual page.

GENTT:PRODUCT NAME %S NOT IN MAINTAINED PRODUCTS The product you are trying to issue a ticket against does not appear in the Maintained Products database. Verify that the product name or alarm ID you are passing to gentt appears in the Maintained Products database.

Error Messages C-17 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

GENTT:UNRECOGNIZED OPTION %S Command line input lists an unspecified option. Verify parameters input during gentt execution against manual page.

GENTT:TROUBLE TRACKER IS NOT UP! Gentt can only be used if Trouble Tracker has been started. Start Trouble Tracker processing.

GENTT:ILLEGAL FORMAT: GENTT ALRMID(TTAS FOR SELF) SEV(MAJ, MIN, WRN) DESC NOTES EQUIPOR GENTT -FFWD -PPNAME -NNOTES -DDESC -ASEV -SSTATUS -TTTNO -EEQUIP -RRESOLUTION -X Gentt was invoked with illegal arguments. Rerun gentt specifying the correct arguments.

GETBZI:CAN'T GET MAINTENANCE MODE -ERROR(%D) %S The maintenance mode is occupied by others. If the problem persists, contact your customer support organization.

GETBZI:P631 FAILED -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETBZI:P631.X FAILED -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETBZI:P178 FAILED -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETBZI:WARNING: TRUNK GROUP #%D HAS NO DIAL ACCESS CODE No dial access code assigned to the current trunk group number. If the problem persists, contact your customer support organization.

GETBZI:P100 FAILED -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETBZI:P177 FAILED -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

C-18 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

GETBZI:PBXTALK(%S) -ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETGRP:P107W5 ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETOTL:PBXDSP(P51W1) ERROR=%D(%S) Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETOTL:PBXND() ERROR=%D(%S) Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETOTL:NO ADFTC TERMINAL TYPE FOUND No equipment line location assigned to ADFTC terminal type. If the problem persists, contact your customer support organization.

GETOTL:PBXDSP(52,W1) ERROR=%D(%S) Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETOTL:PBXDSP(000,W1) ERROR=%D(%S) Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETSCH:P107W3 ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETTHO:P107W1 ERROR<%D> Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETTHO:P100W1 ERROR<%D> Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

Error Messages C-19 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

GETTHO:P107W2 ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETTHO:P107W6 ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETTHO:P107W7 ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETTTL:P107W1 ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETTTL:P108W1 ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GETTTL:SWITCH ERROR(%D) %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

GRAPHB:ILLEGAL KERMIT RESPONSE = %C, X%X Unexpected response from/to NSD. Problem could be a noisy line. Log out of the NSD, then log back in.

GRAPHB:FROM PC GOT ??? %S ??? Unexpected response from NSD. Problem could be a noisy line. Log out of the NSD, then log back in.

GRAPHB:MORE THAN %D REQUESTS IN REQUEST PACKET FROM NSD Too many product requests in NSD packet. Reduce the number of product requests from the NSD.

GRAPHB:MORE THAN %D BYTES IN PRODUCT NAME IN REQUEST PACKET FROM NSD The NSD is overloaded with product requests. Reduce the number of products which you are simultaneously requesting.

C-20 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

GRAPHB:SRPACK FAILED Communication between Trouble Tracker and NSD failed. Problem could be a noisy line. Try logging out of NSD, then log back in.

GRAPHB:BAD RTYPE FROM SRPACK = %C, X%X Unexpected response in communication between NSD and Trouble Tracker. Problem may be a noisy line. Log out of the NSD, then log back in.

GRAPHB:INIT FAILURE (MAINT, DECLARE) %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

GRAPHB:INIT FAILURE (MAINT, OPEN) %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem. If the problem persists, contact your customer support organization.

GRAPHB:ERROR IN SRPACK - CANNOT SEND NSD BACKGROUND DATA Communication between Trouble Tracker and the NSD failed while transferring data. Log out of the NSD, then log back in again. Line noise may cause an occasional problem of this type and may be ignored. However, if the problem persists, contact your customer service representative.

GRAPHB:ERROR IN SRPACK - NSD BACKGROUND NOT SAVED Communication between Trouble Tracker and the NSD failed while transferring data. Log out of NSD, then log back in. Line noise may cause an occasional problem of this type and may be ignored. However, if the problem persists, contact your customer service representative.

GRAPHB:ERROR IN SRPACK - CANNOT SAVE NSD BACKGROUND Communication between Trouble Tracker and the NSD failed while transferring data. Log out of the NSD, then log back in. Line noise may cause an occasional problem of this type and may be ignored. However, if the problem persists, contact your customer service representative.

GRAPHB:ERROR IN SRPACK Error in sending/receiving data between graphb and NSD. Problem could be a noisy line. Log out of the NSD, then log back in again.

GRAPHB:ERROR WRITING PIPE %S ERRNO %D Error writing to pipe between graphb and dbmon. The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

Error Messages C-21 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

GRAPHB:ERROR OPENING PIPE %S ERRNO %D Unable to open pipe between graphb and dbmon. The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

GRAPHB:ERROR CHMOD PIPE %S ERRNO %D Unable to change mode on recently created pipe. The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

GRAPHB:ERROR MAKING PIPE %S ERRNO %D Unable to create pipe that connects dbmon to graphb. Check that the $TTASDIR/graphdir/NSDLOGINID directory has read/write permissions for user.

GRAPHB:TOO MANY CONNECTIONS Too many trunk group connections are specified in the connectivity table. Check that all connections specified in the connectivity are necessary and remove any that are not. If all connections are necessary, contact your customer support organization.

GRAPHB:ILLEGAL TYPE: %D Illegal data type found in $TTASDIR/graphdir/NSDLOGIN/graphdata file. It is possible that the graphdata file has become corrupted. If so it may be necessary to remove this file and have the NSD user reposition the products on the NSD, or reload a backup copy of the file that was made before the corruption occurred.

GRAPHB:OVERFLOW ON PREFERENCES %D Too many preferences have been specified. Reduce the number of preferences an NSD user is making.

GRAPHB:CANNOT OPEN ERRORLOG Cannot open the $TTASDIR/logs/errorlog file. Check that $TTASDIR/logs/errorlog file has read/write permissions for all Trouble Tracker users.

GRAPHB:UNKNOWN STATUS FROM DBMON - %S An unexpected response was received from DBMON. Log off the NSD, then stop and restart Trouble Tracker. Login again as an NSD user.

GRAPHB:OVERFLOW ON ITEMS %D Too many products are being requested via the NSD. Reduce the number of products requested by the NSD and try again.

GRAPHB:GOT ??? %S ??? Data from dbmon is meaningless. Log off the NSD, then stop and restart Trouble Tracker. Login again as an NSD user.

C-22 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

GRAPHB:DBMON REJECT LOGIN REQUEST Too many users are simultaneously connected to NSDs. Try again later when there may be fewer NSD users on the system.

GRAPHB:SRINIT FAILURE Graphb unable to initialize connection to NSD. Check the communication connections between your NSD and Trouble Tracker. There may be a problem with the communication lines or modems.

GRAPHB:ILLEGAL KERMIT RESPONSE = %C - EXPECTING NSD BACKGROUND DATA Communication between Trouble Tracker and the NSD failed while transferring data. Log out of the NSD, then log back in. Line noise may cause an occasional problem of this type and may be ignored. However, if the problem persists, contact your customer service representative.

GRAPHB:ILLEGAL KERMIT RESPONSE = %C - NSD BACKGROUND NOT SAVED Communication between Trouble Tracker and the NSD failed while transferring data. Log out of the NSD, then log back in. Line noise may cause an occasional problem of this type and may be ignored. However, if the problem persists, contact your customer service representative.

GRAPHB:ILL_NSD_VER Version of NSD must match version of Trouble Tracker you are running. If the versions do not match, this message appears. Either the Trouble Tracker or the NSD are at the wrong version. Be sure that the Trouble Tracker and NSD are both upgraded to the same version of Trouble Tracker software.

GRAPHB:TOO MANY PRODUCTS TO SEND - MORE THAN %D The NSD supports up to 800 products. This message appears if there are more than 800 entries in the maintained products database and you have requested more than 800 of those products from the NSD. Use the NSD menu choice, "Request Products," to request 800 or less products from Trouble Tracker.

GUARDIAN:``%S'' EXITED STATUS %X The specified process exited with the specified error code. If Trouble Tracker has a problem, guardian catches its death and automatically restarts it. If this problem persists, contact your customer support organization.

GUARDIAN:TROUBLE TRACKER SYSTEM RESET %S Message indicating that Trouble Tracker was stopped and restarted. Informational message only, no action required.

GUARDIAN:TROUBLE TRACKER BOOTED Alarm processing has started successfully. Informational message only, no action required.

Error Messages C-23 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

GUARDIAN:BEGIN TROUBLE TRACKER SHUTDOWN %S A request to stop alarm processing has been made and alarm processing is about to stop. Informational message only, no action required.

GUARDIAN:TROUBLE TRACKER SYSTEM SHUTDOWN COMPLETE %S Alarm processing has stopped. Informational message only, no action required. No alarms are received or routed when the system is in this state.

GUARDIAN:DAEMONS ARE DYING TOO OFTEN: SHUTTING DOWN Trouble Tracker is shutting down because of severe problems. Check $TTASDIR/logs/errorlog to determine what may have caused the shutdown.

GUARDIAN:CANNOT START TROUBLE TRACKER. TROUBLE TRACKER SERIAL NUMBER IS INCORRECT. PLEASE CONTACT YOUR AT&T SERVICE REPRESENTATIVE. Trouble Tracker serial number (ID) is invalid. Contact an AT&T Services representative.

GUARDIAN:CANNOT START TROUBLE TRACKER. TROUBLE TRACKER HAS NOT BEEN ACTIVATED. PLEASE CONTACT YOUR AT&T SERVICE REPRESENTATIVE. Trouble Tracker has not been activated by AT&T Services. Contact your AT&T Service Representative.

GUARDIAN:CANNOT CREATE TSTYPES FILE The $TTASDIR/data directory is write restricted. Change permissions on this directory so that processes that are owned by the Trouble Tracker login name can access this directory. If the problem persists, call your AT&T Service Representative.

GUARDIAN:CANNOT START TROUBLE TRACKER.MAXIMUM NUMBER OF PRODUCTS SUPPORTED BY TROUBLE TRACKER HAS BEEN EXCEEDED.PLEASE REMOVE UNSUPPORTED PRODUCTS OR CONTACT YOUR AT&T SERVICE REPRESENTATIVE. More maintained products have been entered in the maintained products database than your Trouble Tracker system supports. Remove any maintained products that take you above the limit of products supported by your Trouble Tracker system. Or, if you wish to manually track these excess products you may change the product type to MAAAAA - where A represents any alpha character. (See the Trouble Tracker Operations Manual.) If you wish to have these products automatically tracked, contact your AT&T Service Representative about upgrading your Trouble Tracker to support more products.

GUARDIAN_ANGEL:GUARDIAN APPEARS TO HAVE BEEN BROUGHT DOWN BY THE USER The Trouble Tracker system is down, no indication of the process termination due to errors (for example, down for backups). Informational message only, no action required. You may want to verify who took the system down and why.

C-24 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

GUARDIAN_ANGEL:GUARDIAN HAS BEEN DOWN SINCE $S !! The Trouble Tracker system is down since the specified date and time. Informational message only, no action required.

GUARDIAN_ANGEL:GUARDIAN WENT DOWN! The guardian process appears to have terminated abnormally. Identify the reason why the Trouble Tracker system is down. Run "Start Alarm Processing" to bring the system up. Notify your TSC representative.

GUARDIAN_ANGEL:TROUBLE TRACKER DOWN! The guardian process appears to have terminated abnormally. This message will be bannered to the system console to alert users to the problem (in addition to other actions taken by the guardian_angel). Identify the reason why the Trouble Tracker system is down. Run "Start Alarm Processing" to bring the system up. Notify your TSC representative.

GUARDIAN_ANGEL:SENDING ALARM VIA SILENT KNIGHT TO INADS The guardian process appears to have terminated abnormally. The GUARDIAN_ANGEL program is attempting to notify INADS by sending a Silent Knight alarm. Identify the reason why the Trouble Tracker system is down. Run "Start Alarm Processing" to bring the system up. Notify your TSC representative.

GUARDIAN_ANGEL:ATTEMPTING TO BRING GUARDIAN UP The guardian process appears to have terminated abnormally. The GUARDIAN_ANGEL program is automatically attempting to bring the system back up. Identify the reason why the Trouble Tracker system is down. Check if the system is up. Notify your TSC representative.

GUARDIAN_ANGEL:WARNING *** TOO MANY (%D) GUARDIANS RUNNING! More than one Trouble Tracker is up and running on your system. Shut down all extra Trouble Trackers that are running.

HOVER:INIT FAILURE (MAINT, OPEN) %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

Error Messages C-25 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

HOVER:INIT FAILURE (MAINT, DECLARE) %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

HOVER:ERROR IN LOCALTIME SECONDS %D ERRNO %D The function localtime returned an error. Insure that the files $TTASDIR/data/lastarch, lastfull, and lastinst have data of the form 3/4/88 1145.

HOVER:BAD FORMAT FILE %S In $TTASDIR/data, files such as lastarch, lastinst, lastfull must have data for date and time information of the form 3/5/88 1145. Insure that these files contain date and time information.

HOVER:UNABLE TO READ FILE %S ERRNO %D Could not read the specified file in $TTASDIR/data. Check that the files $TTASDIR/data/lastfull, $TTASDIR/data/lastinst, and $TTASDIR/data/lastarch have not been corrupted but contain date information of the form 3/5/88 1145.

HOVER:UNABLE TO OPEN FILE %S ERRNO %D Could not open specified file. Insure that the files to be checked via the alarm strategy screen really exist and have readable permissions.

HOVER:ERROR ON STAT FILE %S ERRNO %D The stat command on the named file failed. Insure that the file exists and has readable permissions.

HOVER:CMD %S FAILED PRODUCING RESULTS %S Unexpected output from the df command. Check the df command by running it at command level to insure that it's producing the normal output. A new version or a personal version of the df command may not work properly with hover.

HOVER:CMD %S FAILED The df command failed to execute properly. Run df at the command shell level and insure that it is functioning properly.

HOVER:UNABLE TO POPEN %S Cannot run the df command. Check that the df command exists in a directory which is readable by hover and that df can be executed successfully from the command level.

HOVER:NORMAL EXIT Normal exit from hover. Informational message only, no action required.

C-26 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

HOVER:UNABLE TO OPEN %S ERRNO %D Cannot open the pipe to hover. Check that the $TTASDIR/pipes/hovpipe pipe exists and is readable. If not use mknod to create the pipe.

HOVER:INITIALIZATION COMPLETE Normal start-up message for hover. Informational message only, no action required.

IA:ERROR %D READING DATA FROM PIPE ERRNO %D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

IA:ERROR %D READING HEADER INFO FROM PIPE ERRNO %D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

IA:ERROR %D WRITING DATA %D BYTES TO PIPE The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

IA:ERROR %D WRITING HEADER INFO %D BYTES TO PIPE The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

IPRTDIAL:CALL FAILED TO %S (%D BAUD) Unable to complete call. This may be caused by line noise and retries will succeed. If the problem persists, check the communication lines and modems for possible hardware problems.

ISDNPBX:SWITCH ERROR %D IN:%S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

ISDNPBX:HISTORY FAILURE NOT FOUND. The buffer that contains the PBX failure messages is empty. No action required.

ISDNPBX:INCORRECT DEMAND TEST RECORD : %S. The specified entry is not valid in the switch. Verify that the test entry is set up in the switch using Audit commands.

Error Messages C-27 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ISDNPBX:FOUND NO TRUNKS IN TRUNK GROUP %S There is no trunk member in the specified trunk group. Make sure that the trunk group number is correct.

ISDNPBX:TRUNK GROUP %S HAS NO MEMBER, TEST SKIPPED. The specified trunk group has no trunk members to be tested. Verify the trunk number. Contact your switch manager for assistance.

ISDNPBX:INVALID DEMAND TEST COMMAND: %S Access to a command that doesn't exist. Refer to customer documentation or contact your customer support organization.

ISDNPBX:SWITCH ERROR %D IN: %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

ISDNPBX:TRUNK GROUP %S MEMBER %D IN TEST... Informational message to state that a transmission test is currently executing. No action required.

ISDNPBX:INVALID CAMPON ENTRY: %S. The campon feature has been executed improperly. Refer to customer documentation or contact your customer support organization.

ISDNPBX:TRUNK GROUP %S MEMBER %S IN USE, CAMP-ON IS ON... Informational message to state that the campon feature is currently executing. No action required.

ISDNPBX:SWITCH ERROR %D COMMAND:%S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

MAIN:INVALID SUBCOMMAND TYPE %D. Unknown input parameter. Verify the syntax or usage for the command and try again.

MAIN:ESQL/C ERROR %D: UNABLE TO DESIGNATE DATABASE The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

MAIN:DATABASE RECORD NOT FOUND The program could not find a record in the database to test. Ensure that your database has test records by utilizing the Demand Test Setup feature.

C-28 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

MAIN:USE VLOG AS PBX. Informational message to state that the system is simulating the interaction with the switch. Remove the i.dmtest and/or o.dmtest file(s) from the current working directory.

MKINIT:THERE MUST BE EXACTLY ONE PORT OF TYPE %S Only one port of the specified type is allowed. Insure that only one port of the specified type has been entered.

MODPRODUCT:FETCH PRODTCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

MODPRODUCT:OPEN PRODTCURSOR CURSOR FAILURED SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

MODPRODUCT:DECLARE CURSOR FAILURED SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

MODTRK:FETCH MODTRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

MODTRK:OPEN MODTRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

MODTRK:DECLARE MODTRKCURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

MPDTPBX:INCORRECT DEMAND TEST RECORD: %S The demand test record is invalid. Check the database by utilizing the Demand Test Setup feature.

MPDTPBX:FOUND NO TRUNKS IN TRUNK GROUP %S The specified trunk group has no members to test. Check the trunk group number. Contact your switch manager for assistance.

Error Messages C-29 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

MPDTPBX:UNABLE TO FIND TRUNK GROUP AND TRUNK MEMBER FOR EQUIPMENT LOCATION ``%S'' The equipment location is not assigned to any trunk group or trunk group member. Check the equipment location carefully. Contact your switch manager for assistance.

MPDTPBX:INVALID TEST COMMAND: %S Access to a command that doesn't exist. Refer to customer documentation or contact your customer support organization.

MPDTPBX:TRUNK GROUP %S HAS NO TRUNK MEMBERS, TEST SKIPPED The specified trunk group number doesn't have any trunk members to test. Check the trunk group number. Contact your customer support organization.

MPDTPBX:P646T2, CODE: %D Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

MPDTPBX:P646T2, %S Response from switch. Re-try the command. Verify that the switch is operational. Contact your switch manager for assistance.

MPDTPBX:TRUNK GROUP %S TRUNK %D IN TEST... Informational message which states that a transmission test is currently executing. No action required.

MPDTPBX:TRUNK GROUP %S TRUNK %S IN TEST... Informational message to state that a transmission test is currently executing. No action required.

MTBFPROD:USAGE: MTBFPROD [-C] OUTPUT_FILENAME Missing input parameters. Verify the correct syntax or usage for the command and try again.

MTBFPROD:UNDEFINED PARAMETER %S Unknown input parameter. Verify the syntax or usage for the command and try again.

MTBFPROD:CAN'T OPEN OUTPUT FILE %S Unable to open an output file Check the current directory to insure that it contains enough free disk space and has writable permissions.

MTBFQUERY:USAGE: MTBFQUERY [-W] [-C] OUTPUT_FILENAME Missing input parameter. Verify the syntax or usage for the command and try again.

C-30 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

MTBFQUERY:UNDEFINED PARAMETER %S Unknown input parameter. Verify the syntax or usage for the command and try again.

MTBFQUERY:CAN'T OPEN OUTPUT FILE %S Unable to open an output file. Check the current directory to insure that it contains enough free disk space and has writable permissions.

MTBFQUERY:DATA BUFFER FULL Input data file too long; exceeds 8192 lines. Reduce input file size.

MTTCQUERY:USAGE: MTTCQUERY [-W] [-C] OUTPUT_FILENAME Missing input parameters at the command line. Follow the usage instructions to enter the command.

MTTCQUERY:UNDEFINED PARAMETER %S Unknown parameter found at the command line. Check command usage to identify the correct parameter.

MTTCQUERY:CAN'T OPEN OUTPUT FILE %S Output file can't be opened. Check ownership of the existing directory and make sure the output file is writable.

MTTCQUERY:EXCEEDING TT ENTRY RANGE LIMIT Output exceeds the maximum number of 8192 lines for a spreadsheet limit. Limit the size of an output file. One simple method is to increase the number of inputs during report querying.

MTTRQUERY:USAGE: MTTRQUERY [-W] [-C] OUTPUT_FILENAME Missing input parameters. Verify the syntax or usage for the command and try again.

MTTRQUERY:UNDEFINED PARAMETER %S Unknown input parameter. Verify the syntax or usage for the command and try again.

MTTRQUERY:CAN'T OPEN OUTPUT FILE %S Unable to open an output file. Check the current directory to insure that it contains enough free disk space and has writable permissions.

MTTRQUERY:EXCEEDING TT ENTRY RANGE LIMIT Output exceeds the maximum number of 8192 lines of a spreadsheet limit. Limit the output file size. One simple method is to increase the number of inputs during report querying.

Error Messages C-31 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NETID_VER:ESQL/C ERROR, UNABLE TO SELECT FROM TRUNK TABLE, ERROR CODE: %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

NMPGUARD:ERROR ON PREPARE OF %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

NMPGUARD:ERROR ON DECLARE CURSOR FOR %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

NMPGUARD:ERROR ON OPEN CURSOR FOR %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

NMPGUARD:SQL ERROR ON FETCH FROM PORTCONFIG %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

NMPGUARD:NMP APPLICATIONS DID NOT INITIALIZE SUCCESSFULLY The nmpup file in the data directory was not successfully opened. Remove the nmpup file and restart nmpguard process.

NMPGUARD:NMP APPLICATIONS ARE UP Normal operation. Informational message only, no action required.

NMPGUARD:CAN'T OPEN ``%S'' FILE Can not open Trouble Tracker errorlog file. Start core Trouble Tracker or create an empty $TTASDIR/logs/errorlog file.

NMPGUARD:NMP APPLICATIONS BOOTED Normal operation. Informational message only, no action required.

NMPGUARD:BEGIN NMP SHUTDOWN %S Normal operation. Informational message only, no action required.

C-32 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NMPGUARD:NMP APPLICATIONS SYSTEM RESET %S Normal operation. Informational message only, no action required.

NMPGUARD:NMP SHUTDOWN COMPLETE %S Normal operation. Informational message only, no action required.

NMPGUARD:``%S'' EXITED STATUS %X One of the processes started by nmpguard terminated. Informational message only, no action required.

NMPGUARD:``%S'' TERMINATED Normal operation. Informational message only, no action required.

NMPNAM:TTASDIR NOT SET OR DOESN'T START WITH / The TTASDIR environment variable is not correctly set. Terminate the NMP processes (nmpguard -down) and set the TTASDIR environment variable to point to the core Trouble Tracker login associated with the NMP login.

NMPNAM:FOPEN FAILED: CAN'T OPEN %S/ENVIRON/NMP The file $TTASDIR/environ/nmp could not be opened. Check the following: $TTASDIR points to the correct location, the file 'nmp' exists and has the correct permissions.

NMPNAM:FGETS FAILED: CAN'T READ %S/ENVIRON/NMP Can't read the $TTASDIR/environ/nmp file. Check to see that the file is not empty and that it has the correct entry (full path to the NMP login).

NMPNAM:%S/ENVIRON/NMP DOESN'T START WITH / BUF=%S The line in the $TTASDIR/environ/nmp file is syntactically incorrect. Fix the file so that the entry is of the form ``/usr2/nmplogin.'' Note that usr2 and nmplogin should be replaced with your specific path.

NMPNAM:FILE STRING TOO LONG: MORE THAN 99 CHARACTERS IN %S/%S The line in the $TTASDIR/environ/nmp is too long. Check that the line correctly specifies the full path of the NMP login.

PBXIO:PBX HUNG UP ON US!!! The connection was lost while trying to read a character from the PBX. If the problem persists, contact your customer support organization.

PBXIO:PBX READ ERROR ERRNO = %D Error in data received from the PBX. If the problem persists, contact your customer support organization.

Error Messages C-33 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

PBXPOLL:SMAP MODE BUSY The SMAP mode of the switch is occupied by other application. Wait until the SMAP mode is released.

PBXPOLL:BAD RESPONSE TO SMAP REQUEST The SMAP mode is not available. Contact your service organization.

PBXRESP: DEMAND TEST RESULT IS INVALID. The Demand Test result from the switch is incorrect. If the problem persists, contact your customer support organization.

PBXRESP:INCOMPLETE RESULT FOR TRUNK GROUP:%S TRUNK: %S ELL: %S The Demand Test result is incomplete. If the problem persists, contact your customer support organization.

PBXRESP:CAMPON FEATURE IS PARTIALLY INACTIVE The machine does not have enough main memory to fully support the Campon feature. Verify the problem with your system administrator

PDCOUNT:ESQL%D:SELECT DATABASE The specified INFORMIX error number occurred when selecting database. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem

PRESULT:ESQL/C ERROR:%D; UPDATE FAILED The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

PRESULT:ESQL/C ERROR:%D; INSERT FAILED The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

PRESULT:ESQL/C ERROR:%D;IN SELECT ! The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

PROCSYS85R2:GOT %S RESPONSE TO TRANSPARENT MODE REQUEST Request to change the protocol to transparent mode was denied by System 85 R2. If the problem persists, contact your customer support organization.

PRTDIAL:CALL FAILED %S (%D BAUD) Trouble Tracker was not able to dial out. Try dialing out using a different dialer.

C-34 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTE:ARG COUNT A possible error is that the destination in the routing table is not one word. Check the routing table. If problem persists contact your customer support organization.

ROUTE:BAD CONVERSION, LINE IS ``%S'' The route program was started with a bad line speed specification. Check the routing table for this routing destination.

ROUTE:TIMER EXPIRED There is a problem with your communications linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTEAIR:ERROR WHILE DIALING ``%S'' There is a problem with your communication linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTEAIR:PREMATURE TERMINATION, TIMEOUT OR LINE DROPPED This problem may be due to noise on the communication line. Retry. If problem persists, contact your customer support organization.

ROUTEAIR:BAD CONVERSION, LINE IS ``%S'' Routeair was started with a bad line speed specification. Check the routing table for this routing destination.

ROUTEAIR:TIMER EXPIRED There is a problem with your communications linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTEAIR:CAN NOT OPEN TERMINAL ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTEAIR:CAN NOT GET TERMINAL INFO ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTEAIR:CAN NOT SET TERMINAL ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

Error Messages C-35 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTEAIR:CAN NOT GET PORT INFO ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTEAIR:CAN NOT SET PORT ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTEAIR:CAN NOT HANG UP PORT ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTEBEEP:ERROR WHILE DIALING ``%S'' There is a problem with your communication linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTEBEEP:BAD CONVERSION, LINE IS ``%S'' Routebeep process received a bad line speed specification. Check the routing table for this routing destination.

ROUTEBEEP:TIMER EXPIRED There is a problem with your communications linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTECOLD:FETCH OF ``%S'' FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTECOLD:OPEN OF ``%S'' FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTECOLD:DECLARE OF ``%S'' FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTECOLD:PREPARE OF ``%S'' FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-36 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTECOLD:UPDATE TICKET JSTAT FAILED %LD, TT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTECOLD:UPDATE TICKET RSTAT FAILED %LD, TT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTECOLD:UPDATE TICKET DSTAT FAILED %LD, TT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTED:CAN NOT OPEN %S Could not open the routelog file. Check $TTASDIR/logs to insure directory has read/write permissions.

ROUTEDONE:UPDATE OF HISTORY TICKET %LD FAILED %LD (CLOSE) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEDONE:HISTORY TROUBLE TICKET %LD SELECT FAILURE %LD (CLOSE) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEDONE:UPDATE OF HISTORY TICKET %LD FAILED %LD (JEOP) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEDONE:HISTORY TROUBLE TICKET %LD SELECT FAILURE %LD (JEOP) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEDONE:TROUBLE TICKET SELECT FAILURE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEDONE:HISTORY TROUBLE TICKET %LD SELECT FAILURE %LD (DISP) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

Error Messages C-37 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTEDONE:UPDATE OF HISTORY TICKET %LD FAILED %LD (DISP) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEFMA:CAN NOT FIND PRODUCTNAME = ``%S'' IN DATABASE, ERROR = %D The ticket number received specifies a product name that cannot be found in the product table. Check to see that the product was not removed from the INFORMIX products table.

ROUTEFMA:CAN NOT FIND TT BY REQUEST %D IN DATABASE, ERROR = %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEFMA:TIMER EXPIRED, NO RESPONSE FROM FMA PRCCESS The ttfma process did not respond to an alarm. See your Trouble Tracker System Administrator.

ROUTEFMA:NMPNAM() FAILED Trying to access the file $NMPDIR/data/initfile. See your Trouble Tracker System Administrator.

ROUTEFMA:``INITFILE'' IS MISSING The initialization file for NMP processes is missing. See your Trouble Tracker System Administrator.

ROUTEINADS:CAN NOT OPEN INADS DATA FILE ``%S'' File doesn't exist or permissions are wrong. See your Trouble Tracker System Administrator.

ROUTEINADS:CAN NOT FIND ``%S'' IN INADS FILE The specified phone number is missing from the inads file. See your Trouble Tracker System Administrator.

ROUTEINADS:ERROR WHILE DIALING ``%S'' There is a problem with your communication linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTEINADS:CAN NOT WRITE BUFFER TO INADS, DEST IS ``%S'' (WRITE FAILED), CNTBACK=%D, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

C-38 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTEINADS:NO ACK FROM INADS, DEST IS ``%S'' (READ FAILED) CNTBACK=%D, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTEINADS:NOISE FROM INADS, DEST IS ``%S'' Noise on the communication line to the specified INADS. See your Trouble Tracker System Administrator.

ROUTEINADS:ALARM EXPIRED, READ FROM INADS FAILED There is a problem with your communications linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTEINADS:CAN NOT OPEN ID FILE ``%S'' The Trouble Tracker ID file is missing or has the wrong permissions. See your Trouble Tracker System Administrator.

ROUTEINADS:CAN NOT READ ID FILE ``%S'' The Trouble Tracker ID file is empty. See your Trouble Tracker System Administrator.

ROUTEINADS:CAN NOT FIND PRODUCTNAME = ``%S'' IN DATABASE, ERROR = %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEINADS:ERROR %D PREPARING XNOTES STATEMENT %S The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEINADS:ERROR %D DECLARING XNOTES STATEMENT %S The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEINADS:ERROR %D OPENING XNOTES CURSOR STATEMENT %S The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEINADS:ERROR READING XNOTES TABLE %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

Error Messages C-39 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTEINADS:CAN'T FIND TICKET BY REQUEST %D IN DATABASE, CODE = %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEMAIL:BAD CONVERSION, LINE IS ``%S'' A bad speed parameter was specified when routemail was started. Check the routing table for correct speed specification for this routing destination.

ROUTEMAIL:TIMER EXPIRED There is a problem with your communications linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTENOW:SELECT BY ROUTE NAME FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTENOW:UPDATE SNAP HISTORY FAILED %LD, HTT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTENOW:UPDATE SNAP TICKET FAILED %LD, TT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTENOW:SELECT BY HISTORY TICKET FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTENOW:SELECT BY TICKET NUMBER FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTEPRT:BAD CONVERSION OF LINE SPEED, LINE IS ``%S'' The speed specified for routeprt to use is illegal. Check the routing table for the correct speed for this destination.

ROUTEPRT:ERROR WHILE DIALING ``%S'' There is a problem with your communication linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

C-40 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTEPRT:BAD CONVERSION, LINE IS ``%S'' Routeprt process was started with a bad line speed specification. Check the routing table for this routing destination.

ROUTEPRT:TIMER EXPIRED The timer expired because routeprt stopped routing the ticket. The problem can be line drop or noise on the line. Retry. If the problem persists, contact your customer support organization.

ROUTEPRT:CAN NOT GET PORT INFO ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTEPRT:CAN NOT SET PORT ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTEPRT:CAN NOT HANG UP PORT ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTER:CAN'T WRITE TO DBPIPE, TT = %LD The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTER:CAN'T OPEN DBPIPE %D, TT = %LD The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTER:UPDATE TICKET SNAP FAILED %LD, TT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INITIALIZATION FAILURE OF HISTORY SNAPTICK DESCRIBE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:OPEN OF ``%S'' FAILED %LD (DEST) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

Error Messages C-41 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTER:FETCH OF ``%S'' FAILED %LD (DEST) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:UPDATE HISTORY SNAP FAILED %LD, TT = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:TOO MANY SIMULTANEOUS REQUESTS: %LD NOT ROUTED (ROUTENOW) The router reached its memory limits for accepting routing requests. The request was discarded. See your Trouble Tracker System Administrator.

ROUTER:UNKNOWN ROUTING DESTINATION %S: NOT ROUTED The routing destination specified cannot be found. Most likely it was removed from the routing table. Fix the routing table for the desired destinations. This error can be ignored if the routing destination no longer exists.

ROUTER:DECLARE OF ``%S'' FAILED %LD (DEST) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:PREPARE OF ``%S'' FAILED %LD (DEST) The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:ROUTING DESTINATION STATUS UPDATE FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:ROUTING TABLE OVERFLOW [MAX=%D], TICKETS TO ``%S'' WILL ALWAYS BE ROUTED The router reached its limit in memory for routing destinations. See your Trouble Tracker System Administrator.

ROUTER:DELETE SNAPTICK FAILED %LD, REQ=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-42 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTER:INITIALIZATION FAILURE OF HISTORY SNAPTICK PREPARE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INITIALIZATION FAILURE OF HISTORY DESCRIBE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INITIALIZATION FAILURE OF HISTORY PREPARE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INITIALIZATION FAILURE OF TICKET SNAPTICK DESCRIBE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:KILLED ``%S'',PID=%D A hanging routing process was killed by the router. This is normally as a result of communication problems. The routing process was rescheduled with the normal retry strategy. See your Trouble Tracker System Administrator. If the problem keeps occurring contact your customer support organization.

ROUTER:NOT MY CHILD OR MY BAD CHILD,PID=%D,CODE=%D If this message follows a "killed ...." this means the routing process that was hanging was successfully killed by the router. See your Trouble Tracker System Administrator. If the problem persists contact your customer support organization.

ROUTER:INITIALIZATION FAILURE OF TICKET SNAPTICK PREPARE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INITIALIZATION FAILURE OF TICKET DESCRIBE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INITIALIZATION FAILURE OF TICKET PREPARE %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

Error Messages C-43 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTER:SNAPTICK HISTORY UPDATE FAILED %LD, TT=%LD, REQ=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:SNAPTICK [HISTORY] INSERT FAILED %LD, TT=%LD, REQ=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:SNAPTICK TICKET UPDATE FAILED %LD, TT=%LD, REQ=%LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:PREPARE OF TICKET SNAP COMMAND FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:SNAPTICK INSERT [TICKETS] FAILED %LD, TT=%LD, REQ=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:SNAP HISTORY [%LD] FAILED, CMD=%S: NOT ROUTED The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:SNAP TICKET [%LD] FAILED, CMD=%S: NOT ROUTED The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:COULD NOT SNAP HISTORY, TT=%LD NOT ROUTED The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:COULD NOT SNAP TICKETS, TT=%LD NOT ROUTED The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:TOO MANY SIMULTANEOUS REQUESTS: %LD NOT ROUTED The router reached its limit of requests that it can service. See your Trouble Tracker System Administrator.

C-44 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTER:ALARM STRATEGY TABLE EMPTY The alarm strategy table does not contain the mandatory record that describes the Trouble Tracker behavior. See your Trouble Tracker System Administrator.

ROUTER:CAN'T ACCESS ALARM STRATEGY TABLE %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INSERT REQUEST FAILED %LD, REQ=%D, TT=%LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INSERT ITEM FAILED %LD, ITM=%D, REQ=%D, LINK=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INSERT RCOMMAND FAILED %LD, NUM=%D, CMD=%S The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:PREPARE OF ``%S'' FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:DECLARE OF ``%S'' FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:OPEN OF ``%S'' FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:FETCH OF ``%S'' FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:DELETE RCOMMAND FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

Error Messages C-45 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTER:DELETE ITEM FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:DELETE REQUEST FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTER:INTERNAL ERROR: CAN'T OPEN %S, ERRNO %D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTER:INITIALIZATION COMPLETE (%S) In parentheses is the type of startupÐcold or warm. Informational message only, no action required.

ROUTER:SHUTDOWN PROCEDURE FAILED The router could not save the current situation for a warm startup. The next time the system comes up the router performs a cold startup. See your Trouble Tracker System Administrator.

ROUTER:CAN'T OPEN/CREATE WARM STARTUP FILE The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTER:NORMAL EXIT (%S) In parentheses is the shutdown statusÐcold or warm (should be warm). Informational message only, no action required.

ROUTER:ITEM TABLE OVERFLOW. ``%S'' NOT EXECUTED ON TICKET %LD The router reached an internal limit. See your Trouble Tracker System Administrator.

ROUTER:COMMAND ``%S'' TO ``%S'' FAILED ON TICKET(S) : ``%S'' The specified routing command failed. This is mainly an informational message since the standard retry strategy is applied. See your Trouble Tracker System Administrator.

ROUTER:CAN'T OPEN ``%S'' FOR ROUTING DESCRIPTIONS, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem. Check if the file exists and/or the permissions of the file.

C-46 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTER:EMPTY FILE ``%S'' FOR ROUTING DESCRIPTIONS An empty file was given as a file with routing descriptions. Populate file with routing descriptions or remove the file from the routing schedule description field.

ROUTETERM:ERROR WHILE DIALING ``%S'' There is a problem with your communication linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTETERM:PREMATURE TERMINATION, TIMEOUT OR LINE DROPPED This error can be due to noise on the line or communication failure. Retry. If the problem persists, contact your customer support organization.

ROUTETERM:BAD CONVERSION, LINE IS ``%S'' Routeterm was started with a bad line speed specification. Check the routing table for this routing destination.

ROUTETERM:TIMER EXPIRED There is a problem with your communications linkage. To test each port, use cu to attempt to call a nearby phone using each port. If the phone rings, the test passes; if not, the port, modem, or phone line may be bad.

ROUTETERM:CAN NOT OPEN TERMINAL ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTETERM:CAN NOT GET TERMINAL INFO ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTETERM:CAN NOT SET TERMINAL ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTETERM:CAN NOT GET PORT INFO ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTETERM:CAN NOT SET PORT ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

Error Messages C-47 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTETERM:CAN NOT HANG UP PORT ``%S'', ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message Appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

ROUTETTAS:ERROR %D WRITING TO TROUBLE TRACKER %S In attempting to forward a ticket to another Trouble Tracker, the write to the communication line failed. Trouble Tracker retries the communication. If future attempts succeed this error may be attributed to line noise and ignored. If this problem persists, check to insure that the communication linkage between the two Trouble Trackers, including asynchronous ports, modems, and phone lines, is operating correctly.

ROUTETTAS:ERROR READING FROM TROUBLE TRACKER %S The read failed on the acknowledgement of a ticket forwarded to another Trouble Tracker. Trouble Tracker attempts to resend the ticket and if future retries succeed this error can be attributed to line noise and ignored. If this problem persists, check to insure that the communication linkage between the two Trouble Trackers, including asynchronous ports, modems, and phone lines, is operating correctly.

ROUTETTAS:NAK RECEIVED FROM TROUBLE TRACKER %S The other Trouble Tracker received your ticket but the alarm ID of the sending Trouble Tracker was not found in the maintained products database of the receiving Trouble Tracker. Make sure that the receiving Trouble Tracker lists the sending Trouble Tracker as one of its maintained products and that the alarm ID is correct. If the data has been entered correctly it's probable that line noise garbled the alarm ID and future retries will succeed.

ROUTETTAS:UNEXPECTED RESPONSE FROM TROUBLE TRACKER %S In forwarding a trouble ticket to another Trouble Tracker, an unexpected response was received instead of an acknowledgement. Trouble Tracker makes repeated retries to send the ticket. If later retries succeed, the failure can be attributed to spurious line noise and ignored. If this problem persists, check to insure that the communication linkage between the two Trouble Trackers, including asynchronous ports, modems, and phone lines, is operating correctly.

ROUTETTAS:TIMEOUT RECEIVED WAITING FOR RESPONSE In forwarding a trouble ticket to another Trouble Tracker the call was made but the other Trouble Tracker never acknowledged the call. The software makes repeated attempts to transfer the ticket to the other Trouble Tracker. If these retries are successful the error probably was transient and can be ignored. If this problem persists, check to insure that the communication linkage between the two Trouble Trackers, including asynchronous ports, modems, and phone lines, is operating correctly.

C-48 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTETTAS:CAN'T OPEN PORT FOR DIALING,PHONE=%S An attempt to dial the specified phone number failed. The phone number you are dialing should be the number of the Trouble Tracker that you are attempting to send a trouble ticket to. If this problem occurs occasionally and on a later retry the call to the other Trouble Tracker is successful, then the error can be ignored. However, if repeated calls to this Trouble Tracker are unsuccessful, check that the phone number is correct, and that your modem, phone connections, and asynchronous ports are operating correctly.

ROUTETTAS:ERROR %D PREPARING XNOTES STATEMENT %S The specified INFORMIX error number occurred. Refer to Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:ERROR %D DECLARING XNOTES STATEMENT %S The specified INFORMIX error number occurred. Refer to Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:ERROR %D OPENING XNOTES CURSOR STATEMENT %S The specified INFORMIX error number occurred. Refer to Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:ERROR READING XNOTES TABLE %D The specified INFORMIX error number occurred. Refer to Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:%S - SELECT BY REQUEST %D FAILED, %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:%S - CURSOR FETCH FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:%S - CURSOR OPEN FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:%S - DECLARE FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

Error Messages C-49 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ROUTETTAS:%S - DESCRIBE FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:%S - PREPARE FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

ROUTETTAS:CAN'T READ MY ALARM ID Trouble Tracker cannot read the $TTASDIR/data/id file. This file contains the ID number of this Trouble Tracker. Reinitialize the system from the original diskettes and supply the ID at installation time.

RTE_STAT:UPDATE STATUS OF DEST %S FAILED, %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

SK9RCVR:CAN'T LOCK /DEV/%S A conflict has occurred between the Silent Knight 9000 alarm receiver and some other program, such as UUCP. Both programs require exclusive access to a single port. Update the port configuration table or the UUCP Devices file to prevent the conflict. See Trouble Tracker's Planning and/or Installation Guide for more information.

SK9RCVR:INITIALIZATION COMPLETE Initialization of the Silent Knight 9000 alarm receiver has completed successfully. Informational message only, no action required.

SK9RCVR:OPEN OF %S FAILED, ERRNO = %D Internal error. Contact your customer support organization.

SKRCVR:INITIALIZATION COMPLETE Initialization of the Silent Knight alarm receiver has completed successfully. Informational message only, no action required.

SKRCVR:CAN'T LOCK /DEV/%S A conflict has occurred between the Silent Knight alarm receiver and some other program such as UUCP. Both programs require exclusive access to a single port. Update the port configuration table or the UUCP Devices file to prevent the conflict. See Trouble Tracker's Planning and/or Installation Guide for more information.

SLOWBTN:TOO MANY PARITY ERRORS The error may indicate a bad transmission line. Try again. If the problem persists, contact your customer support organization.

C-50 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

SLOWMAAP:UNKNOWN OR UNEXPECTED RESPONSE BYTE FROM PBX: %X An unexpected response was received from the System 85 PBX. Bad transmission line may be the cause. If the problem persists, contact your customer support organization.

STARTUP:DATABASE SANITY VERIFIED The Trouble Tracker database is structurally sound. Informational message only, no action required.

STARTUP:TROUBLE TRACKER IS UP Informational message. Informational message only, no action is required.

STARTUP:TROUBLE TRACKER DID NOT INITIALIZE SUCCESSFULLY Something has caused a failure in the starting of the alarm processing programs of the Trouble Tracker system. Before this message appears, there should be other messages that explain the errors that caused the failure.

STARTUP:NMP FILE EXISTS, CAN'T READ IT While the NMP file was found, the permissions made it unreadable. Fix the permissions on the NMP file to make it readable.

STARTUP:NMP PATH WAS ADDED TO THE ENVIRONMENT Guardian is informing the user when Trouble Tracker is started that NMP is present on this installation. Informational message only, no action required.

SW:ERROR OPENING FILE %S ERRNO %D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TKT_BY_REQ:CAN'T SELECT ON SNAPTICK BY REQUEST %D, CODE = %D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

TMELAPSED:ENTRY DATE AND CLOSED DATE INPUT ERROR The entry date or closed date are not in a correct format, for example, mm/dd/yy. Check those input parameters before the function call.

TMELAPSED:ENTRY DATE/TIME > CLOSED DATE/TIME, PERIOD UNDEFINED The entry date and time is greater than the closed date and time. Check input parameters before the function call.

Error Messages C-51 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TMELAPSED:MINUTES REPRESENTATION ERROR The given values of minutes are incorrect in the function call. The value "mm" in the time representation "hhmm" should not exceed 60. Check the values of both times before invoking the function "tmelapsed" call.

TMTOREPAIR:TT ENTRY DATE/TIME > CLOSED DATE/TIME Enter date and time given are greater than closed date and time. Check parameters order from this function manual page.

TMTOREPAIR:%S: ``%S'' Two messages should appear in the line to indicate that either the given product does not exist or the time zone is not defined. Check the database record of the product to make sure that the values in those fields are correct.

TMTOREPAIR:%S: SQLCODE=%D The error occurs during the execution of an INFORMIX SQL statement. Check your INFORMIX manual for error description with the given sqlcode.

TMTOREPAR:PRODUCT NAME IS TOO LONG Product name exceeds 13-character length limit. Check the product name length before the function call.

TMTOREPAR:SQL SQLCA.SQLCODE=%D Error occurs during the execution of cursor-related INFORMIX SQL statement. Check INFORMIX manual for error cause with given sql error code.

TOLOTUS:USAGE: TOLOTUS TEXT_FILE WORKSHEET When the tolotus command is manually invoked, some parameters are either missing or entered incorrectly. Check manual page for command tolotus.

TOLOTUS:UNDEFINED DATA TYPE AT LINE: %D A data type defined in the input file is not known to tolotus. Check the input file and change the data type to a defined data type. Refer to the manual for the correct data types. Modify the corresponding query program to insure it does not produce any unknown data types.

TOLOTUS:TOO MANY COLUMNS AT LINE: %D More than 20 columns appeared in the input data file. Reduce the amount of columns to 20. Modify the query program so it does not generate more than 20 columns in a query output file.

TOLOTUS:TOO MANY LINES. STOP AT LINE %D Output exceeds the maximum number (8192) of lines specified by Lotus 1-2-3 spreadsheet limits. Limit the query output file size to contain a maximum of 8192 lines.

C-52 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TOLOTUS:TOO MANY TYPES AT LINE %D A column defined by a data type has no actual data in it. Remove this column in the data file and modify the query program to delete the extra type definition.

TOLOTUS:CAN'T OPEN INPUT FILE %S Input file does not exist or is not readable. Verify that the input file really exists, has readable permissions, and resides in the current directory.

TOLOTUS:CAN'T OPEN OUTPUT FILE %S Unable to open an output file. Check the current directory to insure that it contains enough free disk space and has writable permissions.

TOLOTUS:INPUT FILE READ ERROR Input file format is not correct. Check the input file format definition.

TOLOTUS:MISSING TYPE DEFINITION AT LINE %D Input file has data column(s) not defined. Add data types to those columns.

TOLOTUS:FILE CONVERSION ERROR AT LINE %D Input data is not formatted correctly in the input file. Check input file with the required format and correct the data accordingly in the given line.

TRUNKVDR:INFORMIX SQL ERROR CODE: %D Database access error. Consult the Error Message section of the INFORMIX SQL manual and correct the error if necessary.

TRUNKVDR:INFORMIX SQL ERROR CODE: %D Database access error. Consult the INFORMIX manual to find out the cause of the error.

TRUNKVDR:NO RECORD FOUND No more batched data records or no record found in the database. Make sure that the input parameters are correctly given.

TRUNKVDR:NO RECORD FOUND No more data record found or no data record found in the database. Make sure that the given ticket number exists in the database.

TT_TREND:USAGE: TT_TREND [-W] [-C] [-S] OUTPUT_FILENAME Missing input parameters. Verify the syntax or usage for the command and try again.

Error Messages C-53 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TT_TREND:UNKNOWN PARAMETER %S Undefined input parameter. Verify the syntax or usage for the command and try again.

TT_TREND:CAN'T OPEN OUTPUT FILE %S Unable to open an output file. Check the current directory to insure that it contains enough free disk space and has writable permissions.

TT_TREND:DATA BUFF FULL Input file is too long; it exceeds 8192 lines. Reduce input file size and try again.

TTCMA:WRITE TO CMA PIPE FAILED NAME=%S, ERRNO=%D, TOWRITE=%D, WRITTEN=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:READ FROM CMA INPUT FILE FAILED, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:WARNING: CMA INPUT QUEUE, %S, IS VERY LARGE, %D BYTES. IN THE FUTURE, BE SURE NMPGUARD IS UP WHILE MAKING MANY CHANGES. If nmpguard is not running while many configuration changes are made, it takes a long time to process the changes when it is started. Avoid making many configuration changes while nmpguard is down. Informational message only, no action required.

TTCMA:FSTAT ON CMA INPUT FILE FAILED, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:TIME OUT - CLOSING ASSOCIATION: INVOKE ID = %D No response was received to an update message. Contact the ACCUMASTER Integrator System Administrator. If the problem was not due to a transient condition on the Integrator, increase the time-out interval by following the procedure for "Changing CM Time-out Interval" in Chapter 8.

TTCMA:NMP IS NOT INSTALLED The ttcma process could not complete execution because there is no $TTASDIR/environ/nmp file. The NMP Interface was not installed properly or ttcma is being started from an incorrect environment. See your Trouble Tracker System Administrator. Reinstall the NMP Interface.

C-54 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TTCMA:ONLY ONE ROUTING DESTINATION MAY BE OF TYPE CMA.ANOTHER ``TTCMA'' PROCESS HAS ALREADY OPENED %S. R1V2 Trouble Tracker only allows a single routing destination of type CMA. Only a single NMP connection for CMA is allowed. See your Trouble Tracker System Administrator. Use the "utilities" "routing destinations" screen to remove excess CMA routing destinations.

TTCMA:CAN'T OPEN CMA INPUT PIPE, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:CAN'T OPEN CMA INPUT FILE, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:INITIALIZATION COMPLETE The ttcma process has started successfully. Informational message only, no action required.

TTCMA:READ FROM CMA PIPE FAILED, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:WRITE TO CMA FILE FAILED, NAME=%S, ERRNO=%D, TOWRITE=%D, WRITTEN=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:READ_TO_NL FROM CMA PIPE FAILED NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:READ_FAT_QUEUE READ 2 FAILED: ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:READ_FAT_QUEUE READ FAILED: ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

Error Messages C-55 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TTCMA:CAN'T CREATE COLD START FILE, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:REJECTED A NON-CMA ASSOCIATION, APPLICATION CONTEXT NAME=%S, FROM %S ON %S The "ttcma" process received an association from an application that is not CMA. The directory service file ($NMPDIR/data/ccddsfile), routing destination table, or ACCUMASTER Integrator configuration data is incorrect. See your Trouble Tracker System Administrator. Coordinate the correction with the Integrator's System Administrator.

TTCMA:REJECTED A REDUNDANT ASSOCIATION FROM %S ON %S An additional CMA association was received. See your Trouble Tracker System Administrator. The ACCUMASTER Integrator attempted more than one CMA association. There may be a configuration problem with the Integrator.

TTCMA:UNEXPECTED ASSOCIATION ABORT FROM %S ON %S The association with ACCUMASTER Integrator stopped unexpectedly. Informational message only, no action required.

TTCMA:NMP ERROR MESSAGE: %S Trouble Tracker received this error message from the CMA application on the ACCUMASTER Integrator. See your Trouble Tracker System Administrator.

TTCMA:NMP ERROR MESSAGE FOR UNKNOWN INVOKE ID: %S Trouble Tracker received this error message from the CMA application on the ACCUMASTER Integrator. See your Trouble Tracker System Administrator.

TTCMA:READ FAILED: ERRNO=%D The specified UNIX error number occurred.

TTCMA:OPEN OF CMA FILE FAILED, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:UNLINK OF CMA INPUT FILE FAILED, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

C-56 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TTCMA:CLOSE OF CMA INPUT FILE FAILED, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:CLOSE OF CMA PIPE FAILED, NAME=%S, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTCMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: %S : IVKID=%D An NMP Error Message was sent to the ACCUMASTER Integrator for the stated reason. See the Intergrator System Administrator and have him or her contact their customer support organization.

TTCMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: SYNC NOT SUPPORTED ERROR: IVKID=%D, SYNC=%D An NMP error message was sent to ACCUMASTER Integrator for the stated reason. Contact the Integrator System Administrator and have him or her contact their customer support organization.

TTCMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: NO SUCH OBJECT ERROR: IVKID=%D An NMP error message was sent to the ACCUMASTER Integrator for the stated reason. Contact the Integrator System Administrator and have him or her contact their customer support organization.

TTCMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: %S : IVKID=%D An NMP error message was sent to the ACCUMASTER Integrator for the stated reason. Contact the Integrator System Administrator and have him or her contact their customer support organization.

Error Messages C-57 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TTCMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: NO SUCH OBJECT ERROR: IVKID=%D An NMP error message was sent to ACCUMASTER Integrator for the stated reason. Contact the Integrator System Administrator and have him or her contact their customer support organization.

TTCMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: %S : IVKID=%D An NMP error message was sent to ACCUMASTER Integrator for the stated reason. Contact the Integrator System Administrator and have him or her contact their customer support organization.

TTFMA:CCPINIT() FAILED: CCP_ERRNO=%D, %S On startup, the FMA application was not correctly initialized. The program exists and another attempt is automatically made by the "nmpguard" process. If the problem persists, contact your customer support organization.

TTFMA:FMAINIT() FAILED Initialization of the FMA process failed. Check to see the the FMA application name is correctly typed in the NMP directory file as well as the "routing" table of core Trouble Tracker.

TTFMA:INITIALIZATION COMPLETE Initialization was completed. Informational message only, no action required.

TTFMA:ERROR ON SELECT FROM ROUTING %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

TTFMA:SQL ERROR ON FETCH FROM TICKETS %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

TTFMA:ERROR ON OPEN CURSOR FOR %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-58 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TTFMA:ERROR ON DECLARE CURSOR FOR %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

TTFMA:ERROR ON PREPARE OF %S: %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

TTFMA:CCPWRITE() FAILED (LINK REPLY): CCP_ERRNO=%D, %S While performing a link reply the write operation to ACCUMASTER Integrator failed. If NMP ttfma process does not recover, contact you customer support organization.

TTFMA:CAN'T CREATE COLD START FILE, ERRNO=%D The specified UNIX error number occurred. Refer to the Error Message appendix of the UNIX System Administrator's Guide to determine the cause of the problem.

TTFMA:REJECTED A REDUNDANT ASSOCIATION FROM %S ON %S An association was requested from ACCUMASTER Integrator when it was not expected. See your Trouble Tracker System Administrator.

TTFMA:UNEXPECTED ASSOCIATION ABORT FROM %S ON %S Unexpected association abort from ACCUMASTER Integrator. No actions are needed at that point. Trouble Tracker recovers to its initial state. If the problem occurs several times contact your Trouble Tracker System Administrator.

TTFMA:UNKNOWN ASSOCIATION ABORT FROM %S ON %S An unknown association abort was received. See your Trouble Tracker System Administrator.

TTFMA:FM_RQ_INIT() FAILED An initiation request from ACCUMASTER Integrator was not successful. See your Trouble Tracker System Administrator.

TTFMA:FM_RQ_TERM() FAILED Termination by ACCUMASTER Integrator of alarm reporting was not successful. See your Trouble Tracker System Administrator.

TTFMA:FM_RS_CNFALARM() FAILED Confirmed alarm reporting result message failed. See your Trouble Tracker System Administrator.

TTFMA:FM_RQ_GET() FAILED Alarm report retrieval request message failed. See your Trouble Tracker System Administrator.

Error Messages C-59 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TTFMA:NMP ERROR MESSAGE: %S This error message was sent by the ACCUMASTER Integrator system. Informational message only, no action required.

TTFMA:ALARM WENT OFF, NO REPLY FROM ACCUMASTER INTEGRATOR No reply received from ACCUMASTER Integrator. See your Trouble Tracker System Administrator.

TTFMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: %S: IVKID=%D An NMP error message was sent to ACCUMASTER Integator for the stated reason. Contact the Integrator System Administrator and have him or her contact their customer support organization.

TTFMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: NO SUCH OBJECT ERROR: IVKID=%D An NMP error message was sent to ACCUMASTER Integrator for the stated reason. Contact the ACCUMASTER Integrator System Administrator and have him or her contact their customer support organization.

TTFMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: %S: IVKID=%D An NMP error message was sent to ACCUMASTER Integrator for the stated reason. Contact the Integrator System Administrator and have him or her contact their customer support organization.

TTFMA:ERROR MESSAGE SENT TO ACCUMASTER INTEGRATOR: NO SUCH OBJECTR ERROR: IVKID=%D An NMP error message was sent to ACCUMASTER Integrator for the stated reason. Contact the Integrator System Administrator and have him or her contact their customer support organization.

TTIN:INITIALIZATION COMPLETE The ttin process announces that the initialization has completed. Informational message, no action required.

TTIN:NORMAL EXIT The ttin process exits. Informational message, no action required.

TTIN:DATABASE COLLISION RECOVERED Internal error. If the problem persists, contact your customer support organization.

TTIN:FETCH OF TT#%LD FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

C-60 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TTIN:TICKET # %LD RECEIVED FROM INADS OR TTA BUT NOT IN OUR ACTIVE TICKET DATABASE INADS or TTA sent Trouble Tracker a ticket to update the status. However this ticket is not currently in the ticket database. The ticket has probably been closed already. Check the Trouble Tracker history file for the ticket.

TTIN:EXECUTE OF INSERT STATEMENT FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

TTIN:EXECUTE OF UPDATE STATEMENT FAILED %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

TTIN:INSERT INTO XNOTES FAILED SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

TTLIST:USAGE: TTLIST [-C] OUTPUT_FILENAME Missing input parameters. Verify the syntax or usage for the command and try again.

TTLIST:UNKNOWN PARAMETER %S Undefined input parameter. Verify the syntax or usage for the command and try again.

TTLIST:CAN'T OPEN OUTPUT FILE %S Unable to open an output file. Check the current directory to insure that it contains enough free disk space and has writable permissions.

UPDSWTAB:ESQL/C ERROR: %D, %S FAILED The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

USESCMA:CAN'T DECLARE CMACURSOR SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

USESCMA:CAN'T FOPEN CMACURSOR SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

Error Messages C-61 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

USESCMA:FETCH CMACURSOR FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

WRITESCHED:CAN'T DECLARE WRITESCHED SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

WRITESCHED:CAN'T OPEN WRITESCHED SQLCA.SQLCODE = %LD The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

WRITESCHED:FETCH WRITESCHED FAILED: SQLCODE=%D The specified INFORMIX error number occurred. Refer to the Error Message section of the INFORMIX Reference Manual to determine the cause of the problem.

X25RCVR:X.25 READ ERROR ERRNO = %D Trouble Tracker failed to read a packet from System 75. If the problem persists, contact your customer support organization.

X25RCVR:SHORT IGAP MSG Trouble Tracker expected a longer message from the X.25 link (System 75). If the problem persists, contact your customer support organization.

X25RCVR:IOX25FRAME FAILED ERRNO = %D The X.25 port cannot be opened for alarm reception. Internal error. Contact your customer support organization.

X25RCVR:UNEXPECTED XID FROM SYS75 Unexpected indication from the ISC board. If the problem persists, contact your customer support organization.

X25RCVR:BAD X.25 DEVICE NAME %S The X.25 port cannot be opened for alarm reception. Verify that the port is correctly specified in the port configuration table.

X25RCVR:SHORT X.25 CALL The X.25 line dropped prematurely. If the problem persists, contact your customer support organization.

C-62 Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

X25RCVR:NO X.25 DEVICE SPECIFIED No device was specified for the X.25 link. Stop Trouble Tracker, specify the device, and restart Trouble Tracker.

X25RCVR:SYNTAX IS X25RCVR DEVICE The device name for System 75 was not specified correctly. Stop Trouble Tracker, specify the device, and restart Trouble Tracker.

X25RCVR:CANNOT LOCK X.25 PORT %S The X.25 port may be in use already. Stop Trouble Tracker and check that there are no "x25rcvr" processes running. Restart Trouble Tracker.

X25RCVR:INITIALIZATION COMPLETE This is an informative message indicating that the X.25 board was successfully initialized. Informational message only, no action required.

X25RCVR:INITIAL MESSAGE OTHER THAN ALARM OR TEST RECEIVED (%X) The message received from System 75 is unknown. If the problem persists, contact your customer support organization.

X25RCVR:S75 %S DIDN'T ACCEPT SESSION SM_TYPE = %X Trouble Tracker could not establish a session with System 75. If the problem persists, contact your customer support organization.

Error Messages C-63 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

C-64 Error Messages ffffffffffffffffffffffffffffffffffffffNSD Error Messages

This section lists the error messages that can appear on the NSD, along with a description and suggested action. The format of the section is:

ERROR MESSAGE

Lists the message that appears in the error box on the NSD. When an error message appears, you should move the mouse pointer to the OK icon and click the left button. This clears the error. You can then follow the instructions in the Action field to correct the problem that caused the error. The error messages are listed in alphabetical order. Messages that appear in all upper case are actually generated by the graphb process running on the Trouble Tracker processor and are sent across the communications line for display by the NSD.

DESCRIPTION

Explains what the message means and the possible cause of the error.

ACTION

Describes (in italics) what you should do to correct the problem.

NSD Error Messages D-1 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

ALREADY AT LOWEST LEVEL The NSD task, "Restore Top Level," was selected but there are no zoom boxes to release. Select OK with the mouse to clear the error. The "Restore Top Level" task is only meaningful if you have zoomed on at least one region or cluster .

BITMAP TOO LARGE FOR FILE The custom background that you have created is too big and complicated to store in an MS-DOS file. The file size exceeds the largest allowable file size in MS-DOS. Make your custom background smaller or less complicated.

CANNOT ACCESS NSD BACKGROUND FILE The file that contains a custom NSD background, c:\windows\cbackgnd.wmf, is missing. Make sure you have not moved the file to another directory or named it something else. If you have inadvertently removed the file, you need to recreate your custom background. It is for this reason that it is a good idea to keep a backup of your custom background. If you are sure that the file was not removed by mistake and the problem persists, contact your customer service representative.

CANNOT ACCESS USA MAP DATA FILE The file c:\windows\usa.db is missing. Reinstall the NSD software and start the NSD again. If the problem persists, call your customer service representative.

CANNOT ACCESS USA MAP FILE The file c:\windows\usa.db is missing. Reinstall the NSD software and start the NSD again. If the problem persists, call your customer service representative.

CANNOT ALLOCATE MEMORY You have just created a custom background for the NSD and there is not enough memory to hold the background data. If you have other applications running, close them and try again. If the problem persists, it is likely that the background is too large and complicated. Make it smaller or less complicated.

CANNOT ALLOCATE MEMORY FOR BITMAP The NSD cannot allocate enough memory to hold the custom background you have created. If you have many MS Windows applications running at once, close out a few and try to paste the background again. If the problem persists, it is likely that your custom background is too large or complicated. Try to make your custom background smaller or less complicated.

D-2 NSD Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

CANNOT CREATE MORE THAN 200 CLUSTERS AND REGIONS When using the "Create Cluster" or "Create Region" task, you tried to create the 201st cluster or region. You can only create a total of 200 clusters and regions.

CANNOT CREATE NSD BACKGROUND FILE The NSD cannot create a file to store the custom background information. It is most likely that you have run out of disk space. Remove unneeded files to make more disk space available. If the problem persists, call your customer service representative.

CANNOT DRAW MAP. UNABLE TO OPEN DATA FILE The file c:\windows\usa.db is missing. Reinstall the NSD software and start the NSD again. If the problem persists, call your customer service representative .

CANNOT INITIALIZE PRODUCT INFORMATION - LINE DATA IS INVALID There is an error in the format of the data being transferred from the Trouble Tracker processor to the NSD. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CANNOT INITIALIZE PRODUCT INFORMATION - NODE DATA IS INVALID There is an error in the format of the data being transferred from the Trouble Tracker processor to the NSD. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CANNOT LOCK MEMORY FOR CUSTOM BACKGROUND The NSD cannot save memory to hold the customer background you have created. If you have many MS Windows applications running at once, close out a few and try to paste the background again. If the problem persists, it is likely that your custom background is too large and complicated. Make it smaller or less complicated. (If the background is a bitmap, ensure that it is not in color.)

CANNOT LOCK MEMORY FOR USA MAP The NSD cannot save memory to hold the NSD USA Map image. If you have many MS Windows applications running at once, close out a few and try to paste the background again. If the problem persists, it is likely that the USA Map data file has become corrupted or overwritten. Reinstall the NSD and try again.

NSD Error Messages D-3 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

CANNOT OPEN BITMAP FILE The file that contains a custom NSD background, c:\windows\cbackgnd.bmp, is missing. Make sure you have not moved the file to another directory or named it something else. If you have inadvertently removed the file, you need to recreate your custom background. It is for this reason that it is a good idea to keep a backup of your custom background. If you are sure that the file was not removed by mistake and the problem persists, contact your customer service representative.

CANNOT OPEN NSD BACKGROUND FILE The NSD failed while receiving custom background data from the processor because it could not write the data to disk. This has happened (most likely) because there is no space left on the disk. Remove unneeded files, then restart the NSD. If the problem persists, contact your customer service representative.

CLIPBOARD FORMAT IS NOT SUPPORTED The image that you tried to pull off the clipboard and paste on the NSD screen is not a in a format supported by the NSD. The NSD supports the Bitmap and Metafile formats. Use a paint package that uses the Bitmap or Metafile formats, such as MS Paint or Zenographic's Pixie.

CONNECTION FAILED - ACK1 UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - ACK2 UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - DATA 1 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - DATA 2 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

D-4 NSD Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

CONNECTION FAILED - DATA 3 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - DATA 4 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - DATA 5 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - DATA 6 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - DATA 7 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - DATA 8 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - EOF1 UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

NSD Error Messages D-5 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

CONNECTION FAILED - EOF2 UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - EOF3 UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - FILE HEADER TIMEOUT A communication problem occurred between the NSD and the processor while the custom background data was being saved to the processor. Restart the NSD and try the save again. If the problem persists, contact your customer service representative.

CONNECTION FAILED - HEADER TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - HEADER UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - NSD BACKGROUND DATA TIMEOUT A communication problem occurred between the NSD and the processor while the custom background data was being uploaded to the NSD. Restart the NSD. If the problem persists, contact your customer service representative.

CONNECTION FAILED - POLL 0 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - POLL 0 UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

D-6 NSD Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

CONNECTION FAILED - POLL 1 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - POLL 1 UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - POLL 2 TIMEOUT The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECTION FAILED - POLL 2 UNEXPECTED RESPONSE The connection between the NSD and the Trouble Tracker processor has failed for the specified reason. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

CONNECT SCRIPT FAILED The connect script (nsd.txt) contains the commands that log the NSD onto the Trouble Tracker processor. The commands perform steps similar to those performed when any user logs in on a terminal connected to the Trouble Tracker processor. This error message appears when the NSD cannot successfully complete one of the commands in the connect script. The dialog box labeled "Server Connect Script" dynamically shows the command in the connect script currently being executed by the NSD. When this error message occurs, the command that has failed is shown in the "Server Connect Script" dialog box. Refer to "Connect Script Problems" in Chapter 6 for troubleshooting the possible problems.

CONNECT SCRIPT FAILED. CANNOT OPEN NSD.TXT The connection script (nsd.txt) contains the commands that log the NSD onto the Trouble Tracker processor. The commands perform steps similar to those performed when any user logs in on a terminal connected to the Trouble Tracker processor. This error message appears when the NSD cannot find the nsd.txt file. Either the NSD has been installed incorrectly or the nsd.txt file has been removed. Reinstall the NSD and log in again.

NSD Error Messages D-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

COULD NOT CREATE BITMAP The NSD cannot create the bitmap image used for an NSD custom background. It is likely that you have run out of memory. If you have many MS Windows applications running at once, close out a few and try to paste the background again. If the problem persists, it is likely that your custom background is too large or complicated. Try to make your custom background smaller or less complicated.

ILLEGAL KERMIT RESPONSE - NSD EXITING The NSD received unexpected data while the custom background data was being uploaded from the processor to the NSD. Restart the NSD. If the problem persists, contact your customer service representative.

NO CONNECTIVITY ID IN UPDATE LINE An alarm has been received by the NSD against a connectivity line. However, a vital piece of data concerning the alarm was missing. This is a system error. Contact your customer service representative.

NO PRODUCTS FOUND TO MATCH REQUEST The NSD could not find the products you requested in the maintained products database. Verify that the product(s) you have selected are in the maintained products database. Also verify that you have not already selected the same product(s). Products can only be requested if they have not already been sent to the NSD.

NOT ENOUGH DISK SPACE FOR NSD BACKGROUND FILE The NSD cannot create a file to store the custom background information. You have run out of disk space. Remove unneeded files to make more disk space available and retry "Paste From Clipboard."

NOT ENOUGH MEMORY AVAILABLE FOR CUSTOM BACKGROUND The NSD cannot allocate enough memory to hold the custom background you have created. If you have many MS Windows applications running at once, close out a few and try to paste the background again. If the problem persists, it is likely that your custom background is too large and complicated. Make it smaller or less complicated. (If the background is a bitmap, ensure that it is not in color.)

NOT ENOUGH MEMORY AVAILABLE FOR USA MAP The NSD cannot allocate enough memory to hold the NSD USA Map image. If you have many MS Windows applications running at once, close out a few and try to paste the background again. If the problem persists, it is likely that the USA Map data file has become corrupted or overwritten. Reinstall the NSD and try again.

D-8 NSD Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

NSD CONNECT FAILURE: TOO MANY USERS There are already five NSD users logged in. No more than five NSD users may be logged in at one time. The message "Too many Connections" is simultaneously placed in the error log by graphb. Only five NSD users may simultaneously log in. Try logging in again after one of the current NSD users logs out. Use the UNIX who command from a Trouble Tracker terminal to see who is logged in.

NSD FAILURE: CANNOT OPEN ERRORLOG Graphb could not open the system error log on the Trouble Tracker processor. The message "Cannot open errorlog" is simultaneously placed in the error log by graphb. Check that the NSD user has group ID of "ttas" and that $TTASDIR/logs/errorlog allows for writing. Reset the PC and start the NSD again. If the problem persists, contact your customer service representative .

NSD FAILURE: TROUBLE TRACKER DISCONNECTING Graphb has a found a problem and reported it in the error log on the Trouble Tracker processor. Check the error log on the Trouble Tracker processor and correct the problem reported by graphb. Reset the PC and start the NSD again. If the problem persists, contact your customer service representative .

NSD VERSION INCORRECT MUST BE NSDX (Where x is the expected NSD version.) Trouble Tracker and the NSD are not running a consistent software version. The message "Illegal NSD version MUST be NSDx" is simultaneously placed in the error log by graphb. The wrong version of software was loaded on either the Trouble Tracker processor or the NSD. Upgrade either the Trouble Tracker or the NSD to a consistent version by reloading the diskettes that contain the software .

NSD VERSION INCORRECT MUST BE NSDX BUT IT WAS NSDY (Where x is the expected version and y is the actual version.) Trouble Tracker and the NSD are not running a consistent software version. The message "Illegal NSD version NSD2 MUST be NSD1" is simultaneously placed in the error log by graphb. The wrong version of software was loaded on either the Trouble Tracker processor or the NSD. Upgrade either the Trouble Tracker or the NSD to a consistent version by reloading the diskettes that contain the software .

PLEASE ENTER A CLUSTER NAME When using the NSD task "Create Cluster," you selected Go with the mouse but did not enter a cluster name. Select OK with the mouse to clear the error. Move the mouse to the box labeled "Cluster Name." Click the left button so a cursor appears in the box, type in a cluster name, and select Go again.

NSD Error Messages D-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

PLEASE ENTER A NAME When using the NSD Task "Edit" to change a region or cluster, you selected Go with the mouse but did not enter a name in the "Name" box. The Edit task may be used to change this name, but the name may not be removed. This error occurs when all the characters in the name are removed. Select OK with the mouse to clear the error. Move the mouse to the box labeled "Name." Click the mouse so a cursor appears in the box, type a name, and select Go again.

PLEASE ENTER A REGION NAME When using the NSD Task "Create Region" you selected Go with the mouse but did not enter enter a "Region Name." Select OK with the mouse to clear the error. Move the mouse to the box labeled "Region Name." Click the mouse so a cursor appears in the box, type in a region name, and select Go again.

PLEASE ENTER A UNIQUE CLUSTER NAME When using the NSD Task "Create Cluster" you selected Go with the mouse but did not enter an acceptable "Cluster Name." The name must be different from any cluster or region already created and from any product name in the maintained products table. Select OK with the mouse to clear the error. Move the mouse to the box labeled "Cluster Name." Click the mouse so a cursor appears in the box. Use BACKSPACE to remove characters from the name already in the box, type in a unique cluster name, and select Go again.

PLEASE ENTER A UNIQUE NAME When using the NSD Task "Edit," you selected Go with the mouse before entering an acceptable name in the "Name" field. This error occurs when the name is changed so that it is the same as another cluster or region already created or as a product name in the maintained products table. Select OK with the mouse to clear the error. Move the mouse to the box labeled "Name." Click the mouse so a cursor appears in the box. Use BACKSPACE to remove characters from the name already in the box, type in a new Cluster Name, and select Go again.

PLEASE ENTER A UNIQUE REGION NAME When using the NSD Task "Create Region" you selected Go with the mouse but did not enter an acceptable "Region Name." The name must be different from any cluster or region already created and from any product name in the maintained products table. Select OK with the mouse to clear the error. Move the mouse to the box labeled "Region Name." Click the mouse so a cursor appears in the box. Use BACKSPACE to remove characters from the name already in the box, type in a new region name, and select Go again.

D-10 NSD Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

PLEASE SELECT AT LEAST ONE ITEM TO BELONG TO When using the NSD Task "Edit" to change a region or cluster, you must choose at least one product to be part of the cluster you are changing. If you want to remove a cluster or region from the map, use the NSD Tasks "Release Cluster" or "Release Region." Select OK with the mouse to clear the error. Move the mouse so that the arrow points to a product you want to add to this region or cluster. Double click the left mouse button to select the product. For each product that is to be in this cluster, move the mouse and double click. When all products are selected, select Go again.

PLEASE SELECT AT LEAST ONE ITEM TO BELONG TO THIS CLUSTER When using the NSD Task "Create Cluster" you must choose at least one product to become part of the cluster you are creating. Select OK with the mouse to clear the error. Move the mouse so that the arrow points to a product you want to add to this cluster. Double click on the left mouse button to select the product. For each product that is to be in this cluster, move the mouse and double click. When all products are selected, select Go again.

PLEASE SELECT AT LEAST ONE ITEM TO BELONG TO THIS REGION When using the NSD Task "Create Region" you must choose at least one product or cluster to become part of the region you are creating. Select OK with the mouse to clear the error. Move the mouse so that the arrow points to a product or cluster you want to add to this region. Double click on the left mouse button to select the product. For each product that is to be in this region, move the mouse and double click. When all products are selected, select Go again.

PORT ERROR! DEVICE ALREADY OPEN Another MS Windows application (such as a terminal emulator) is using the communication port that the NSD is trying to use, COMM1. Do not try to use the NSD when another MS Windows application port is using COMM1. Before starting the NSD, stop the other application. Install another communication port if you would like to use other windows applications that perform data communication at the same time you are using the NSD.

PORT ERROR! DEVICE NOT OPEN This is a system error. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

PORT ERROR! ERROR IN DEFAULT PARAMETERS This is a system error. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

NSD Error Messages D-11 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

PORT ERROR! HARDWARE NOT PRESENT The last time the NSD was used, it stopped abnormally, leaving the communications port in an unusable state. This can happen if you exit the MS-DOS executive window before exiting the NSD. Reset the PC and start the NSD again. See "Ending A Work Session" in Chapter 6 for the procedure to log out of the NSD. If the problem persists, call your customer service representative .

PORT ERROR! INVALID BYTE SIZE This is a system error. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

PORT ERROR! INVALID OR UNSUPPORTED ID This is a system error. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

PORT ERROR! UNABLE TO ALLOCATE QUEUES This is a system error. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

PORT ERROR! UNSUPPORTED BAUD RATE The SPEED command in the NSD login script file nsd.txt is set to a speed not supported by the PC's hardware, normally 9600 or 1200 baud. Use the notepad editor to check the SPEED command in nsd.txt. (See "Editing the Login Script" in Chapter 6.) Change the SPEED command to a valid speed if it is not 9600 or 1200 baud. If the speed appears to be correct, reinstall the NSD. If the problem persists, call your customer service representative .

REQUEST PRODUCTS COMMUNICATION ERROR The connection between the NSD and the Trouble Tracker processor has failed. Reset the PC and start the NSD again. If the problem persists, call your customer service representative.

TOO MUCH CONNECTIVITY! There are too many connectivity ID pairs defined in the trunks table. For the NSD to operate, the total of external equipment and unique connectivity ID pairs between products may not exceed 200. On the Trouble Tracker processor, either use the Maintained Products menu option to remove some external equipment or use the Network Connectivity option to remove some Network Connectivity IDs .

D-12 NSD Error Messages Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

TOO MUCH EXTERNAL EQUIPMENT! There are too many pieces of external equipment defined in the maintained products table. The NSD cannot track more than 200 pieces of external equipment. On the Trouble Tracker processor, use the Maintained Products screen to remove some external equipment.

TRANSFER OF NSD BACKGROUND DATA FAILED The NSD encountered a communication problem while saving the custom background data on the processor. Bring up the NSD again and recreate your background (or just paste it back in if it is still in the clipboard), then try the save again. If the problem persists, contact your customer service representative.

TROUBLE TRACKER IS GOING DOWN Alarm processing is being stopped on the Trouble Tracker processor. The NSD may only be used while alarm processing is running. Check with your Trouble Tracker administrator to see why alarm processing is being stopped. When alarm processing is started again, try to log in on the NSD.

TROUBLE TRACKER IS NOT UP Alarm processing is not running on the Trouble Tracker processor. The NSD may only be used while alarm processing is running. Check with your Trouble Tracker administrator to see why Trouble Tracker is not up. When alarm processing is started again, try to login on the NSD.

UPDATES HAVE NOT BEEN SAVED. DO YOU WISH TO SAVE THEM? You have made changes to the positions of products, clusters, and regions or to the customize options, and have attempted to exit without saving them to the Trouble Tracker processor. If you want your NSD changes to appear the next time you log in, use the mouse to select YES . Otherwise, select NO . If you select YES , the "gas gauge" appears and updates are saved before the NSD exits. If you select NO , your changes are not saved and the NSD appears as it did the last time you saved it.

WRITE ERROR COMM This is a system error. Reset the PC and start the NSD again. If the problem persists, call your customer service representative .

YOU MAY ONLY ZOOM ON ONE CIRCUIT GROUP AT A TIME While one circuit group zoom box is being displayed, you tried to zoom on another line. As the error suggests, you can only zoom on one circuit group at a time. Select OK to close out the existing circuit zoom window and then zoom on the second line.

NSD Error Messages D-13 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff

YOU MAY ONLY ZOOM ON ONE PRODUCT CONNECTION AT A TIME While one product connection zoom box is being displayed, you tried to zoom on another line. As the error suggests, you can only zoom on one product connection at a time. Select OK to close out the existing trunk zoom window and then zoom on the second line.

ZOOM ALREADY PERFORMED FOR You tried to use the right button to "zoom" on a cluster or region that was already displayed at its lowest level. Select OK with the mouse to clear the error. You may only zoom on a cluster or region once.

D-14 NSD Error Messages ffffffffffffffffffffffffffffffffffffffAlarm Descriptions

This appendix contains a list of alarm descriptions for DEFINITY G3, Generic 1 and System 75, and DEFINITY Generic 2 and System 85. Trouble Tracker can route alarms to different alarm routing destinations based on alarm description. See "Alarm Routing Destinations" in Chapter 2, "Initializing the Trouble Tracker Database," for more information.

Alarm Descriptions E-1 Trouble Tracker R1V5 Operations Manual, March 1994

Alarmffffffffffffffffffffffffffffffffffffff Descriptions for G3, Generic 1 and System 75 c c 51T-TERMc EXP-LNKc PR-MAINT AAPc EXT-ALRTc PROC-SAN AC-POWERc EXT-DEVc PROCR ADDc FAC-STc PROT-BD c c ADM_MGRc GA-INTFc RING-GEN ANL-16-LINEc GIPc RMANGR ANL-BDc GPTD-PTc S-SYN-BD c c ANL-LINEc GRP_Mc S-SYN-PT ANNOUNCEc HMMc SC-INTF APc HYB-BDc SC-LINK c c AUDITc INADSc SERV-D AUX-BDc INFC2c SGRP_M AUX-TRKc INFC3-BDc SHDW-CIR c c BDMc INFC3-PTc SHDW-LNK CABINETc INFCIc SMDR-LNK CALL_Pc INITMAPc SMDR_M c c CARR-POWc ISDN-LNKc STBY-PE CD-POWERc ISDN-TRKc STN_SV CO-BDc ISGc SW-CTL c c CO-TRKc JRNL-LNKc SYD CONFIGc MAINTc SYNC CONN_Mc MAPc SYSER_M CUST_ALMc MCPc SYSTEM c c DAPc MDMc TAPE DAT-LINEc MEAS_Mc TAPE-CON DATA-BDc MEM1-BDc TAPE-CTG c c DATA-CHLc MEM2-BDc TAPE-DAT DATA-CONc MEM3-BDc TAPE_M DATA-MODc MET-BDc TDM-BUS c c DETR-BDc MET-LINEc TDM-CLK DGRP_Mc MODEM-BDc TDMODULE DID-BDc MODEM-PTc TGEN-BD c c DID-TRKc MSG_SVc TGRP_M DIG-BDc OC_MAPc TIE-BD DIG-LINEc OPS-LINEc TIE-TRK c c DMc OTHERc TIME-DAY DP_MGRc P-INT-BDc TONE-BD DS1-BDc P-INT-PTc TONE-PT c c DT-LN-BDc PAMc TTR-LEV DTMR-PTc PCB-PTc TUI DUPINTc PDMODULEc TUSER_M EMG-XFERc PE-SELECc XM c c ERR-LOGc PMS-LNKc YADD EXP-INTFc POWER c

E-2 Alarm Descriptions Trouble Tracker R1V5 Operations Manual, March 1994

Alarmffffffffffffffffffffffffffffffffffffff Descriptions for Generic 2 and System 85 c 72series (mfet) portc maint interface analog digital facility tstc maint. and admin. panel anic memory attendant conferencec mfat c attendant consolec modem pooling attendant console intfc module clock automatic trans. measurement systemc module control channel c auxiliary tone plantc module interface auxiliary trunkc multiplexer basic rate interface (bri)c network i/o c cachec non-network peripherals calling number displayc odd port peripherals calls abortedc port control interface c co trunkc port data interface common control i/oc port data store configuration auditsc primary rate interface (pri) c dciuc proc. comm. ckt (pcc) dedicated switch connection (dsc)c processor duplication diagnostic processor/remote interfacec real time clock sync c did trunkc remote carrier group (rcg) digital trunkc remote module interface digital user problemc smdr dslc status memory audits c eiac system clock sync. environmentc tape even port peripheralsc tie trunk/data port c external equipmentc tms clock oscillator external processorc tms maintenance facility test circuitc tms/module processor c fads displayc tms/network duplication faninc tone detector 2 fanoutc tone plant c general purpose portc trunk software i/o busc tsi alu init causesc tsi pstore c interface local clock terminationc tt receiver intermodule data storec tt sender isdn error processingc undefined exception fifo code c light guide interface c line circuit c

Alarm Descriptions E-3 Trouble Tracker R1V5 Operations Manual, March 1994

Alarmffffffffffffffffffffffffffffffffffffff Descriptions, from Trouble Tracker, for Generic 2 and System 85

auxiliary processor reported Major Alarm auxiliary circuit failure on external equipment auxiliary circuit breaker on external equipment auxiliary frequency generator on external equipment auxiliary power holdover on external equipment common control power failure couldn't get Maintenance Mode .... Please release external equipment reports a fan failure external equipment reports a Major Alarm external equipment reports a Minor Alarm external equipment reports Overheating external processor reports a Minor Alarm Warning! No description available, please investigate

E-4 Alarm Descriptions ffffffffffffffffffffffffffffffffffffffGlossary

The following glossary defines the major terms used in Trouble Tracker R1V3 documentation. Glossary items that appear in other definitions are italicized to make it easy to find additional information.

ACCUMASTER The family name of network management products marketed under AT&T's Unified Network Management Architecture.

ACCUMASTER The AT&T network management product that acts as a key part of Integrator AT&T's Unified Network Management Architecture by providing the framework for end-to-end management of AT&T's and other vendor's products and services.

Alarm Notification of a hardware or software failure that affects service.

Alarm ID The unique code that is used to link alarm information with maintained product information in the Trouble Tracker database. Alarm IDs vary in length (3±12 digits) according to the type of alarming product.

Alarm Receiver Port A dial-in port on the Trouble Tracker processor that is used to receive notification of alarms from maintained products.

Alarm Severity The degree of hardware of software failure that has affected service. Valid severity levels for Trouble Tracker are major, minor, and warning levels.

Analog Switch Telephone switching system equipment that switches signals in analog form, without changing the analog form of the signals. DIMENSION PBX is a example of a analog communication system.

ASU The Trouble Tracker Application Start-Up on-site service provides a streamlined, step-by-step implementation process designed to guide the customer through the specific application software features and capabilities.

Asynchronous Transmission in which each information character is individually Transmission synchronized by the use of start and stop bits.

AUDIX (Audio A peripheral to the System 75 and System 85 used for storage of Information Exchange) voice messages.

Auto The abbreviation in a trouble ticket's originator field indicating that the ticket was generated automatically by Trouble Tracker.

Glossary G-1 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Auto Close The Trouble Tracker feature that automatically closes a trouble ticket once it has been successfully routed to the destination(s) specified in the routing schedule for the alarming product.

Backup A copy that is made of a file in case the original file is lost or damaged.

Baud A unit of signaling speed equal to the number of discrete conditions or signal elements per second.

Centralized System A UNIX-based software application that provides terminal change Management (CSM) V4 management (TCM), facilities management (FM), traffic management (TM), and cost management (CM) of a communications network.

CIN See Customer Identification Number.

Circuit The transmission facility connecting two communications devices.

Circuit Group A set of circuits of the same complexity between the same two equipment objects, in other words, a grouping of associated circuits.

Circuit ID The code assigned to a circuit or line in a network. In Trouble Tracker, the code is stored in the Vendor and Network Connectivity files.

Clipboard A function of the Network Status Display that allows the user to store background displays.

Closed status A trouble ticket status (indicated by the abbreviation "clos") that indicates a ticket that has been closed and moved to the trouble ticket history file. A closed ticket may have been generated automatically or manually by Trouble Tracker.

Cluster Two or more related maintained products that are grouped together on the Network Status Display. A cluster is represented by a circle on the Network Status Display screen.

CMA See Configuration Management Application.

Cold Start To reinitialize the system from a non-powered state.

Column Part of a row that contains particular information, such as product type or address.

Configuration The ACCUMASTER Integrator application that provides graphic Management display of an entire network, including PBXs, private lines, and Application (CMA) packet switches.

G-2 Glossary Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Connect Script A UNIX file that automatically performs the steps necessary to establish communication with a remote device. This can include sending the correct communications protocol, dialing the correct access number or code, and/or sending login and password information.

Console The main user terminal from which the processor is controlled. The console can also be used for Trouble Tracker functions.

Contty The name of the unlabeled serial port (located next to the CONSOLE port) on the back of the 3B2 computer.

CSM See Centralized System Management .

Customer Identification The identification code used by the Technical Service Center to bill Number (CIN) for maintenance services. Each account has a unique CIN.

Customize Menu The Network Status Display pull-down menu that allows the user to customize options on the display such as color coding alarms, choice of a map on the display, and clipboard selections. Each account has a unique CIN.

Cut-through A method of establishing a connection to a distant office or PBX. In Trouble Tracker, Generic 3i, Generic 1 and System 75 communications systems would be accessed through a cut-through.

Default An alternative value, attribute, or option that is assumed when none has been specified by the user.

Delivery Order and The AT&T computer system used for configuring systems, Support System (DOSS) developing price quotes, and placing and tracking equipment orders.

Dialog Box In Microsoft Windows, the box that appears on the screen when the user must enter information in order to perform a task. The box may display a message or a prompt.

DIMENSION PBX An analog switch business communication systemÐthe first of a family of communication systems.

Dispatched Status A trouble ticket status (indicated by the abbreviation "disp") that indicates a technician has been dispatched to work on the problem.

DOSS See Delivery Order and Support System.

Dynamic Screens The ability of the Network Status Display displays to change as alarms are received and troubles are resolved.

Glossary G-3 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Element Management A software program written to manage a specific element or narrow System (EMS) group of elements within a communications network. Trouble Tracker is an EMS.

Emulation A technique using software programming that allows one computer or digital service to behave like a different device.

Equipment Line The location or the number representing the physical location of a Location (ELL) line or trunk circuit in a port carrier.

Expanded Input/Output An optional 3B2 computer feature that adds extra ports to the Feature processor.

External Product A maintained product that sends alarms to Trouble Tracker through a port or alarm bus on another maintained product. In the Network Status Display, an external product is represented by an ellipse, connected to its maintained product by a dotted line.

Far-End On a trouble ticket, the equipment location in the network connectivity ID database that shares a connectivity ID with the alarming equipment location (near-end).

Fault Management The ACCUMASTER Integrator application that manages alarms Application (FMA) received from Trouble Tracker and other Element Management Systems.

Field The blank spaces on a screen form.

File A group of records or rows in the database, such as trouble tickets or maintained products.

FMA See Fault Management Application.

Forward On Close The Trouble Tracker feature that automatically forwards a trouble ticket to a routing destination when the ticket is closed.

Hierarchy The logical ordering of network configuration displays from the top level down that are shown on the Network Status Display.

History Trouble Ticket A trouble ticket that has been assigned a closed status and has been moved to the inactive part of the Trouble Tracker trouble ticket file.

Iconify A method used on the Network Status Display to shrink windows down to a pictorial representation of themselves without losing their real-time session status. You can redisplay an inconified window on the main screen by selecting it.

G-4 Glossary Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Icons On Trouble Tracker's Network Status Display, the graphic symbols that represent individual, or groups of, maintained products.

IL See Installed Location.

INFORMIX Database Trade name of the INFORMIX Relational Database System, a commercial database management system.

INFORMIX Structured The query language used as an interface to the database Query Language (SQL) management system.

INADS See Initialization and Administration System.

Initialization In Trouble Tracker, the process of entering information into the Trouble Tracker INFORMIX database so that the system can receive and process alarms according to customer specifications.

Initialization and The system used by the AT&T Technical Service Center to create Administration System and track customer trouble tickets and administer and maintain (INADS) PBX products.

Installed Location (IL) An identification code used by the Technical Service Center to bill for maintenance services. Each maintained product has a unique IL.

Intelligent Ports An optional 6386 processor feature, consisting of hardware and Controller (IPC) software, that adds additional ports to the processor.

Intelligent Serial An optional 3B2 computer feature (consisting of hardware and Controller software) that allows the 3B2 to communicate in a synchronous environment.

IPC See Intelligent Ports Controller.

ISC See Intelligent Serial Controller.

Jeopardy A trouble ticket condition that indicates that the problem reported by the ticket has been unresolved for a serious amount of time. A jeopardy condition is triggered when the ticket has remained in the open state longer than the repair time that was specified for the maintained product involved.

Key Field A field whose value cannot be changed once it is populated. To change a key field, the record must be removed and added again.

Listed Directory The published local telephone number for a private switching Number (LDN) system.

Glossary G-5 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Login ID A unique character string that identifies a user to the system.

Maintained Product A PBX, computer, or other device that sends its alarms to Trouble Tracker.

Major A type of alarm that indicates a hardware or software failure that causes a critical degradation of service and requires immediate attention.

Manual Trouble Ticket A trouble ticket opened by a user, rather than one opened automatically by Trouble Tracker when an alarm is received.

Mean Time Between The average time a maintained product ran without an alarm. Alarms Between alarm time is the period between two consecutive alarms. The mean time is the product's in-service interval divided by the number of alarms.

Mean Time for Ticket The average time a maintained product ran without a failure. Closure Failure time is the period between two consecutive failures. The mean time is the product's in-service interval divided by the number of failures.

Mean Time to Repair The average time required to restore service after a trouble ticket is created.

Microsoft Windows A software program that allows integration of MS-DOS tasks on a personal computer. The software is required to use Trouble Tracker's Network Status Display.

Minor A type of alarm that indicates a hardware or software failure that causes a marginal degradation of service but does not render a crucial portion of the system inoperable. The condition requires action but its consequences are not immediate.

Mouse A button device used with the Network Status Display to select options, tasks, and menus. Task windows can also be resized used the mouse.

Near-End On a trouble ticket, the equipment location that is sending the alarm to Trouble Tracker. If the near-end trunk has been assigned a connectivity ID in the network connectivity ID database, the trunk that shares a connectivity ID appears on the ticket as the far-end.

Network Connectivity ID The unique identification code assigned to a pair of trunks (near-end and far-end) in the network.

G-6 Glossary Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Network Management The standard protocol used in AT&T's Unified Network Protocol (NMP) Management Architecture. NMP is based on CCITT/ISO standards, and creates an open architecture that allows any element management system that uses the protocol to communicate with an ACCUMASTER Integrator system.

Network Status Display The Trouble Tracker feature that provides a graphical (NSD) representation of maintained products on a PC screen.

Node In a network, a point where one or more functional units interconnect transmission lines. In Trouble Tracker, a maintained product can be a network node.

Open Status A trouble ticket status that indicates an unresolved ticket.

Originator The source of a trouble ticket. For a system-generated ticket, it is auto. For a manually-input ticket, it is the login of the person who entered the ticket.

Paintbrush An Network Status Display software tool that allows the user to create a drawing in a display window.

Password The source of a trouble ticket. A word or string of characters used in conjunction with a user login ID that permits user access to Trouble Tracker or Network Status Display.

Private Branch A telephone system installed on the customer's premises with Exchange (PBX) facilities for connecting the voice terminals it serves to trunks in a local central office or to tie trunks on another switch or network. A PBX is also known as a switch or a communication system.

Protocol The specification of the format and relative timing of information exchanged between communicating systems. Alarm protocol generally refers to the speed (baud rate) and timing (synchronous or asynchronous) of the transmission.

Pull-Down Menus Network Status Display menus that allow the user to select tasks on the display or customize the appearance of the display.

Record An entry in a table, such as a trouble ticket or maintained product, that contains all the data about one of the objects a table describes. Record is interchangeable with row.

Region Two or more related maintained products or clusters that are grouped together on the Network Status Display. A region is represented by a circle within a circle (donut) shape on the Network Status Display screen.

Glossary G-7 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Remote Closure The term used when a trouble ticket is resolved from a remote location, and a remote system (such as INADS, TTAS, or another Trouble Tracker) is used to change the ticket's status to clos and inform the local Trouble Tracker of the resolution.

Remote Dispatch The term used when a technician is dispatched from a remote location to work a trouble ticket, and a remote system (such as INADS, TTAS, or another Trouble Tracker) is used to change the ticket's status to disp and inform the local Trouble Tracker of the dispatch.

Remote Maintenance The AT&T maintenance system that allows remote Administration and troubleshooting, repair, and administration of a customer PBX. Traffic System (RMATS) Remote Management A 3B2 software and hardware package that supports the UPS, Package (RMP) outputs alarm signals when machine or software errors are detected, and allows some remote maintenance functions.

Repair Time The number of hours a trouble ticket can remain in the open or disp state before it is considered to be in jeopardy.

RMATS See Remote Maintenance Administration and Traffic System .

RMP See Remote Management Package.

Routing Destination A place where alarms (in the form of trouble tickets) are forwarded by Trouble Tracker. Destinations can include INADS or TTAS, a pager or beeper, a printer or terminal, an AT&T Mail or UNIX mailbox, or another Trouble Tracker system.

Routing Status The code assigned to a trouble ticket to indicate whether or not the ticket has been successfully routed to its Routing Destination. A separate code is shown for open, jeopardy, and closed tickets.

Row An entry in a table, such as a trouble ticket or maintained product, that contains all the data about one of the objects a table describes. Row is interchangeable with record.

Schema The description of the logical and physical structure of the database.

Scrolling The feature that allows the user to view parts of the Network Status Display that will not fit in the Zoom box or in the reduced Network Status Display window.

G-8 Glossary Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff SCSI See Small Computer Systems Interface.

Server Connect Script See Connect Script.

Services Price Element A method used by AT&T Services to bill customers for noninstallation work done by the Services organization.

Severity The magnitude of an alarm; severities are major, minor, or warning.

Silent Knight Data The microprocessor-based data acquisition system that monitors the Interface intra-system bus of the Silent Knight Receiver/Printer.

Silent Knight The device used to receive alarm impulses from maintained Receiver/Printer products that do not have their own alarm origination capabilities. When an alarm condition is detected, the products send an impulse to the Silent Knight Transmitter, which sends the channel number and the status of the maintained product to the Receiver/Printer.

Silent Knight A 5-channel digital dialer that forwards alarm impulses from Transmitter maintained products that do not have their own alarm origination capabilities.

Small Computer An ANSI standard interface that provides the ability to add Systems Interface (SCSI) additional storage devices to the 3B2 computer.

SPE See Services Price Element .

Status In Trouble Tracker, the code assigned to a trouble ticket to indicate its source (manual or automatic) and its current condition in the system. Statuses include open, auto, threshold, and closed. In INADS, the code assigned to a trouble ticket that indicates its condition. Statuses include open, working, dispatched, and closed.

Switching Systems An electronic telephone switch that uses electronics and computers to handle the switching of calls, billing, and other functions.

System Alarm Strategy The Trouble Tracker feature that opens a trouble ticket to warn the user of potential problems with the system, such as failure to perform a data backup within a specified time period, or running out of space in a directory of files.

Table A matrix of cross-referenced entities. In INFORMIX, a table is organized in rows and columns.

Technical Service The organization that oversees the administration of maintenance Center (TSC) services for AT&T products.

Glossary G-9 Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Threshold A condition that must be met before a trouble ticket will be assigned the open status. As a trouble ticket status, "thre" indicates that a trouble ticket has not yet exceeded these pre-established criteria.

Top Level Display The Network Status Display that shows the maintained products, clusters, and regions at the highest level of the hierarchy.

Transient Alarm An alarm caused by a problem that occurs once and corrects itself without intervention by a technician.

Trouble Ticket A formatted record of a problem or alarm involving one of Trouble Tracker's maintained products. Trouble tickets can be generated automatically or manually.

Trouble Ticket The Services system to track trouble tickets for Electronic Tandem Administration System Network (ETN) customers. (TTAS) Trunk A dedicated telephone circuit connecting two switching centers, central offices, or data concentration devices. Individual trunks are referred to as trunk members and are administered as trunk groups.

Trunk Zoom The Network Status Display feature that allows the user to view the status of the individual circuits or trunks within a trunk group.

TTAS See Trouble Ticket Administration System. tty line A port on the processor.

Unified Network AT&T's plan for providing end-to-end management of all network Management elements using a common protocol and set of management tools. Architecture (UNMA) Uninterruptible Power A device that protects the computer from short power failures and Supply (UPS) power surges.

UNIX Shell The command language that provides a user interface to the UNIX Operating System.

UNIX Operating System A versatile time-sharing software operating system for data processing equipment.

UNMA See Unified Network Management Architecture.

UPS See Uninterruptible Power Supply.

Utilities This Trouble Tracker menu item provides access to the general UNIX Operating System capabilities. A corporation that supplies telecommunications equipment and equipment-related services for customer and provider networks.

G-10 Glossary Trouble Tracker R1V5 Operations Manual, March 1994 ffffffffffffffffffffffffffffffffffffff Vendor ID The unique code assigned to the vendor of a maintained product.

Visual Maintenance and A UNIX-based software application that allows for remote Administration Panel maintenance and administration of System 85 and DIMENSION (VMAAP) 600/2000 switches.

VMAAP See Visual Maintenance and Administration Panel .

Warm Start A level of restart, one step above cold start.

Warning A type of alarm that indicates a problem with the PBX that causes little or no noticeable degradation of service.

Windows Multiple task screens that can be displayed on the terminal at a single time. Windows are used with the Network Status Display.

Work Session The length of time used working on the Network Status Display.

X.25 Protocol The communication protocol that Trouble Tracker uses for synchronous communication between the ISC and System 75 R1V1, R1V2, or R1V3 PBXs.

Zoom The Network Status Display capability that allows the user to view the status of component products of a cluster or region.

Glossary G-11 ffffffffffffffffffffffffffffffffffffffIndex

3315 upgrade, B-5 Adjunct 3332 upgrade, B-5 administration, 4-15 3B2 equipment, 2-14 alarms from, 2-32 Adjunct administration, 4-15 booting, 2-49 Administrative login 3B2/400 permissions, 7-18 upgrade, B-1 AIR10 3B2/600 forwarding alarms to, 2-7 initialization process, 2-1 Alarm colors upgrade, B-1 on NSD, 6-20 630/730 Multi-Tasking Graphics Terminal, 1-12 Alarm description strings, 2-13 6386E/33 Alarm descriptions, 2-12, 2-14 port ID, 2-30 G3 6386E/33 upgrade, B-5 Generic 1 and System 75, E-1 6386SX/EL Generic 2 and System 85, E-3, E-4 port ID, 2-30 Alarm destinations, 2-4 6386SX/EL upgrade, B-5 Alarm destination(s) AIR10, 2-6 Alarm destinations A another Trouble Tracker, 2-7 Access Alarm destination(s) cut-through, 1-5 ATTMAIL, 2-6 Access number ATTMAIL FAXes, 2-6 entered Alarm destinations by TSC, 2-6 for Integrator, 8-6 Accessing Alarm destination(s) menus, 7-19 INADS, 2-6 nonPBX products, 4-16 Integrator, 2-7 the UNIX shell, 1-9 printers, 2-7 ACCUMASTER Integrator terminals, 2-6 interface to, 8-1 UNIX mail, 2-6 ace files, 7-2 Alarm filtering, 2-35 adding, 7-4 Alarm ID, 3-13 changing, 7-4 AUDIX, 2-18 ACPP Ð AC Power Protector, 2-16 CSM, 2-18 Active trouble ticket database, 3-1, 3-14 DIMENSION, 2-18 Active trouble ticket routing, 4-28 external equipment, 2-18 adatabase directory for manual trouble tickets, 2-19 in TTASDIR, 7-2 G1, 2-18 Add command, 1-10 G2, 2-18 Adding G3, 2-18 a new report, 7-4 ISN, 2-18 a screen, 7-4 length, 2-18 columns to a table, 7-4 Silent Knight, 2-18 fields to a screen, 7-4 StarKeeper I, 2-18 manual trouble tickets, 3-7 System 75, 2-18 products, 2-14 System 85, 2-18 tables, 7-4 Trouble Tracker, 2-18 to the database, 1-10 Alarm information Address displaying product, 2-19 predefined fault tally display, 4-4 Address ID scrolling fault display, 4-5 for destination, 2-5 split screen fault display, 4-6

Index I-1 ffffffffffffffffffffffffffffffffffffff

split screen routing status display, 4-11 AT&T Service Representative, 3-20 Alarm list definition, 4-2 attitems.mil file, 7-19 Alarm lists, 4-3 example, 7-27 Alarm log, 2-16, 2-18 ATTMAIL and invalid Alarm IDs, 2-18 forwarding alarms with, 2-6 Alarm management, 1-1 system registration, 2-6 Alarm monitoring, 4-2 attmen.mnl file, 7-21 Alarm poll example, 7-25 manual, 4-18 Attribute, 8-4 Alarm processing Audit and NMP, 8-9 database, 2-48, 4-26 cold start, 4-24 Audit database, 2-42 starting, 1-5, 2-3, 2-48, 4-24 Auditing, 1-5 stopping, 1-5, 4-24 file references, 2-48 warm start, 4-25 the check file, 4-24 Alarm received from switches, 2-18 the database, 4-24 Alarm receiver ports, 2-29 AUDIX changing, 2-31 alarm ID, 2-18 Trouble Tracker, 2-29 Auto close option Alarm routing and the Integrator, 8-8 schedules, 2-10 Auto status, 3-13 defining, 2-9 Automatically-generated trouble tickets, 1-4, 3-5, 3-13 reports, 5-11 AUX## Ð Auxiliary Equipment, 2-16 to Integrator FM, 8-14 Average repair time, 5-20, 5-28 Alarm strategy, 2-32 Alarm thresholds defining, 2-35 B Alarm type Background Integrator, 8-15 creating Alarming products using Paintbrush, 6-22 maximum, 2-48 erase alarmlog, A-3 on NSD, 6-21 Alarm(s) Backing up, 1-5 archive history failure, 2-32 Trouble Tracker contract/warranty expiration, 2-32 during upgrade, B-3 data backup failure, 2-32 Backup Alarms data, 4-19 displayed on NSD, 6-1 medium, 4-19 file systems, 3-21 restoring data from, 4-22 forwarding to INADS, 2-10 Backup problems, 2-32 Alarm(s) Backups processor, 2-32 scheduling, 4-19 Alarms Bar charts, 1-6, 5-28, 5-29, 5-30 received, 2-18 Baud rate Alarm(s) for terminals and printers, 2-7 routing failures, 2-32 Beep system space, 2-32 PC Alarms NSD, 6-1 trunk, 2-44 Beepers Another Trouble Tracker address ID, 2-5 receiving closed trouble tickets, 3-17 destination type, 2-5 receiving dispatched trouble tickets, 3-16 forwarding alarms to, 2-5 AP Ð Adjunct Processor, 2-16 Between alarm time, 5-22 Archive history, 1-4, 2-32, 4-19, 4-21 Binary file, 5-31, 5-32 utility, 4-27 Binary format, 1-6, 5-1 Archive history problems, 2-32 Blocking access Archiving, 4-21 to a menu, 7-20 ASCII format, 1-6, 5-1 to menus and tables, 7-18 Association Booting the 3B2, 2-49 with Integrator, 8-5, 8-11 Breaking down a region or cluster Asynchronous communication with System 75, 2-39 NSD, 6-31

I-2 Index ffffffffffffffffffffffffffffffffffffff

Bring Trouble Tracker down, 4-22, 4-24 sample, 5-32 Bring Trouble Tracker up, 4-24 Chart Preparation Utility browse login, 1-5 using, 5-31 Buffer Circle icon CMA, 8-11 on NSD, 6-2 FMA, 8-14 Circle in circle icon on NSD, 6-2 Circuit groups C on NSD, 6-37 Cabling problems Circuit ID, 2-44, 2-46 on NSD, 6-15 Circuit object class, 8-15 Call-back option, 4-18 Circuits Cancelling icons NSD limitations, 6-4 in NSD, 6-17 CLCID (Common Language Circuit Identifier), 2-46 ccddsfile, 8-6 Clipboard cdatabase directory pasting from in TTASDIR, 7-2 on NSD, 6-22 CDMUX Ð Channel Division Multiplexer, 2-16 Closed routing, 2-11 CDRP Ð Call Detail Record Poller, 2-16 Closed trouble tickets, 3-4, 3-5 CEMUX Ð Channel Expansion Multiplexer, 2-16 displaying, 3-22 Central office, 2-44 clos ticket status, 3-4 Centralized Station Message Detail Recorder (CMDR), 2-16 Closing trouble tickets, 2-11 Change system alarm strategy, 2-32 manually, 3-19 Change user permissions, 7-1 Closure Changing automatic alarm colors ticket, 2-10 on NSD, 6-20 Clusters clusters or regions changing on NSD, 6-35 on NSD, 6-35 database files, 7-3 creating Fault Tally Lists, 4-3 on NSD, 6-29 reports, 7-4 defined routing schedules, 2-13 on NSD, 6-29 Routing Status Destination Lists, 4-8 editing status on NSD, 6-35 fault tally display, 4-4 in NSD, 6-2 network NSD limitations, 6-4 on NSD, 6-1 positioning on map Channels on NSD, 6-29 Silent Knight, 2-21, 3-13 releasing Chart on NSD, 6-34 bar, 5-28, 5-29, 5-30 CM, 8-3 history trouble ticket trend field map, 8-12 summary, 5-29 CMA list of products Integrator history tickets destination type, 2-5 detail, 5-30 routing destination, 8-6 mean time between alarms, 5-29 routing schedules, 8-8 with connectivity, 5-29 CMA buffer, 8-11 mean time for ticket closure, 5-28 CMDR Ð Centralized Station Message Detail Recorder, 2-16 mean time to repair, 5-28 Cold start, 8-5, 8-11 mean time to repair with connectivity, 5-28 alarm processing, 4-24 MTBA/MTTR/MTTC CMA, 8-10 summary, 5-29 sample log, 8-13 MTTC with network connectivity, 5-28 FMA, 8-10 open trouble ticket trend Colors summary, 5-30 alarm pie, 5-29, 5-30 on NSD, 6-20 Chart preparation changing menu, 1-6 on NSD, 6-20 options, 1-6 in NSD, 6-1

Index I-3 ffffffffffffffffffffffffffffffffffffff

use of Conventions for NSD, 6-1 documentation, 1-13 COM1 port, B-7 Count COM2 port, B-7 problem Command(s) for manually-opened tickets, 3-9 Add, 1-10 Count field incrementing, 3-13 Current, 1-10 Counts Detail, 1-10 and thresholding, 2-36 Exit, 1-10 Craft login, 2-23 Commands Creating INFORMIX, 1-9 clusters Command(s) on NSD, 6-29 Master, 1-10 destination status lists, 4-7 Next, 1-10 fault tally lists, 4-2 Output, 1-10 regions Previous, 1-10 on NSD, 6-29 Query, 1-10 user views, 7-24 Remove, 1-10 CRT Screen, 1-10 for NSD, 6-1 Table, 1-10 CSM UNIX alarm ID, 2-18 lp, 2-7 connecting to, 4-15 Update, 1-10 Current command, 1-10 View, 1-10 cust login, 1-5 Commentary field Customer Service Phone Number in routing destinations, 2-8 Trouble Tracker, 1-2 Common Language Circuit Identifier (CLCID), 2-46 Customization, 7-1 Commonly used commands connecting users to menus, 7-22 INFORMIX, 1-9 debugging errors, 7-10 Communication setting directory of customized files, 7-2 changing examples, 7-11 for NSD PC, 6-14 installing files, 7-5 Compiled files legal changes, 7-3 for Trouble Tracker, 7-2 permissions Configuration and security, 7-18 network, 2-1 examples, 7-25 ports, 2-2 support for, 7-1 terminology viewing changes, 7-8 Integrator, 8-4 Customize Configuration Management, 8-3 menu Connect script in NSD, 6-16 failure options on NSD, 6-9 in NSD, 6-20 for NSD, 6-8 Trouble Tracker files, 7-1 problems Customize menu logging in to NSD, 6-11 in NSD, 6-20 Connectivity Customized files data, 2-44 installing in NSD, 6-2 procedure, 7-4 network Customized NSD defining, 2-45 saving, 6-36 on NSD, 6-37 Customized options Connectivity ID, 2-44 saving Connectivity lines on NSD, 6-20 NSD, 2-44 Customizing Trouble Shooter, 9-27 Consistent naming patterns, 2-15 Customizing Trouble Tracker, B-1 Contact name, 2-19 Cut-through access, 1-5, 4-15 Contact phone number, 2-19 Contract vendor service, 2-20 D Contract/warranty expiration, 2-32 D4BNK Ð Digit Channel for Bank, 2-16

I-4 Index ffffffffffffffffffffffffffffffffffffff

Data beeper, 2-5 backups, 4-19 INADS, 2-5 warning, 2-32 Integrator update trunk, 2-2 CMA, 2-5 Data Transfer FMA, 2-5 on NSD, 6-23 native mode, 2-5 Database MAIL, 2-5 adding to, 1-10 printer, 2-5 audit, 4-26 terminal, 2-5 by Integrator, 8-11 Destination(s) when alarm processing starts, 2-48 ACCUMASTER Integrator, 2-4 backing up another Trouble Tracker, 2-4 after initialization, 2-47 AT&T Mail, 2-4 changing, 7-3 beeper, 2-4 files FAX, 2-4 listing, 7-14 Destinations initializing, 2-1, 2-2 for forwarding alarms, 2-4 maintained products, 2-14 to Integrator, 8-6 permissions, 7-23 Destination(s) querying, 1-9 INADS, 2-4 reconfiguring, 1-5, 4-27 Destinations reloading, 4-22 maximum per schedule, 2-9 Trouble Tracker, 7-2 output structure, 7-2 for reports, 5-2 Database audit, 2-42 routing, 2-2 Database inconsistencies, 2-48 Destination(s) database directory status, 2-7 in TTASDIR, 7-2 terminal/printer, 2-4 Databases TTA, 2-4 active trouble ticket, 3-1 UNIX Mail, 2-4 history trouble ticket, 3-1 Detail command, 1-10 trouble ticket, 3-1 Detail reports, 5-1 history, 5-29 history trouble tickets, 5-7 Date/time jeopardy trouble tickets, 5-5 closing maintained products, 5-9 on trouble tickets, 3-10 open trouble tickets, 5-3 entry Detail rows, 1-10 on trouble tickets, 3-9 Detail screen dbaudit, C-1 extra notes Debugging customization errors, 7-10 on ticket, 3-12 Default position Detailed reports, 1-4 in NSD, 6-28 Dial Access Code, 2-44 Defined equipment, 4-15 Dial-in port numbers, 2-21 Defining maintained products, 2-14 Dial-in ports, 2-24 Deleting rows from the database, 1-10 Dialing routing destinations, 2-5 Description DIMENSION routing, 2-12 2000 trunk data, 2-39 Description strings alarm ID, 2-18 alarms, 2-13 and thresholds, 2-35 Descriptions equipment location alarm, 2-14 format, 2-46 routing on, 8-8 FP8 Destination connecting to, 4-15 routing Generic 2 Maintenance Module, 3-13 defining, 2-4 hardware type, 2-20 Destination status displays, 4-9 MAAP panel, 3-13 Destination status for routing, 1-5 Directory Service file Destination type Integrator, 8-6 FAX, 2-5 Diskettes Destination type(s) formatting, B-1 another Trouble Tracker, 2-5 Dispatch

Index I-5 ffffffffffffffffffffffffffffffffffffff

routing, 2-11 adjunct, 2-14 tickets, 2-11 defined, 4-15 trouble ticket routing, 4-28 external, 2-14 Dispatched location remotely and thresholds, 2-36 trouble tickets, 3-16 automatic entry, 2-39 trouble tickets, 3-4, 3-5 format, 2-46 Dispatching multiple tickets, 4-30 Generic 2, 3-11 disp ticket status, 3-5 object class, 8-15 Display hierarchy peripheral, 2-14 NSD Erase background changing, 6-16 on NSD, 6-21 Displayed history trouble tickets, 3-22 Error log, 2-11 Displaying closed trouble tickets, 3-22 Error messages, 2-18, C-1 Displays for NSD, D-1 fault tally, 4-4 in NSD, 6-18 menu, 4-1 errorlog, A-2 routing status, 4-11 Examples routing status destinations, 4-9 address ID scrolling fault, 4-5 routing destinations, 2-5 split fault screen, 4-6 manually-opened tickets, 3-7 status, 3-1 product types Displays menu, 1-5 grouping, 2-15 Documentation EXCEL spreadsheet, 5-32 conventions, 1-13 Exception routing, 2-12 Drawing the map Exceptions to thresholds, 2-35 on NSD, 6-22 Exit command, 1-10 Dynamic screens Exiting from the menu, 1-7 on NSD, 6-1 External equipment, 2-14 alarm ID, 2-18 ACPP Ð AC Power Protector, 2-16 E AP Ð Adjunct Processor, 2-16 Editing AUX## Ð Auxiliary Equipment, 2-16 clusters or regions CDMUX Ð Channel Division Multiplexer, 2-16 on NSD, 6-35 CDRP Ð Call Detail Record Poller, 2-16 the .profile, 7-22 CEMUX Ð Channel Expansion Multiplexer, 2-16 Electronic mail, 4-14 CMDR Ð Centralized Station Message Detail Recorder, 2-16 Element Management System, 1-1, 8-1 D4BNK Ð Digit Channel for Bank, 2-16 ELL, 2-45 NCTEQ Ð Network Channel Terminating Equipment, 2-16 format RPAGE Ð Radio Paging Equipment, 2-16 System 85 RSVPW Ð Reserve Power Plant, 2-16 DIMENSION, 2-46 for NSD, 6-2, 6-4, 6-28 ELL format in clusters G2, 2-46 on NSD, 6-29 G3 product type abbreviations, 2-16 GI Extra notes, 3-2, 4-21 System 75, 2-46 Extra Notes Detail Screen Ellipse icon on ticket, 3-12 on NSD, 6-2 ELLs, 2-44 EMS, 1-1, 8-1 F audit, 8-5 Far-end Emulator, 4-15, 5-32 data on NSD, 6-40 on ticket, 3-10 port selection, B-7 trunk information, 2-44 Ending a work session Fault Management, 8-3 in NSD, 6-19 Fault tally displays Entering data in screen fields, 1-11 creating fault tally lists, 4-2 Environment variables running, 4-4 defining for VMAAP, 4-15 Fault tally lists, 1-5 Equipment changing, 4-3

I-6 Index ffffffffffffffffffffffffffffffffffffff

definition, 4-2 alarm ID, 2-18 removing, 4-3 and thresholds, 2-35 Faults, 8-1 external equipment, 2-15 FAX destination type, 2-5 trunk data, 2-39 FAXes (ATTMAIL) G3 forwarding alarms with, 2-6 alarm descriptions, E-2 Feature package (DIMENSION), 2-19 Alarm ID, 2-18 Field maps connecting to, 4-15 FM, 8-15 equipment location to Integrator CM, 8-12 format, 2-46 trouble ticket to Integrator, 8-16 trunk data, 2-39 Fields Gaps in trouble ticket numbering, 3-13 adding, 7-4 Gas gauge icon key, 1-11 on NSD, 6-9 optional, 1-11 Generating tickets, 3-1 required, 1-11 Generic 1 types of, 1-11 alarm descriptions, E-2 unrelated, 1-11 connecting to, 4-15 File names Generic 2 in Trouble Tracker database, 7-2 alarm descriptions, E-3 File space from Trouble Tracker, E-4 warning, 2-32 connecting to, 4-15 File system ELL, 3-11 alarm settings, 2-34 Maintenance Module, 4-15 alarms, 3-21 and system-generated trouble tickets, 3-13 overload, 3-21 glog, A-3 Files grant statement customizing, 7-1 example, 7-27 File(s) grant statement, 7-23 /usr/lib/uucp/Systems , 2-6 Granting permissions, 7-23 Files example, 7-27 Trouble Tracker, 7-14 graphd, C-1 Filtering alarms Graphic using thresholds, 2-35 standards FM, 8-3 on NSD, 6-2 field maps, 8-15 Green FMA on NSD, 6-1 buffer, 8-14 Greenwich Mean Time (GMT), 2-20 Integrator Guidelines for thresholding, 2-35 destination type, 2-5 routing destination, 8-6 routing schedules, 8-8 H Format Hardware type ASCII, 1-6, 5-1 DIMENSION, 2-20 binary, 1-6, 5-1 Held status, 4-9 Formatting diskettes, B-1 Hierarchy Forward on close/jeopardy, 2-11 on NSD, 6-6 Forwarding alarms product defining destinations for, 2-4 on NSD, 6-2 defining destinations for Integrator, 8-6 History Full data backup, 4-19 archive, 1-4 Full data backup alert, 2-34 History Archive, 3-21 warning, 2-32 History archive alert, 2-34 G History database file, 3-12 G1 History trouble tickets, 1-4, 3-22 Alarm ID, 2-18 data, 5-30 equipment location database, 3-1, 5-29 format, 2-46 backing up, 4-19 trunk data, 2-39 database file, 4-21 G2 displaying, 3-22

Index I-7 ffffffffffffffffffffffffffffffffffffff

routing, 4-28 Previous, 1-10 trend chart Query, 1-10 summary, 5-29 Remove, 1-10 updating, 3-22 Screen, 1-10 Holiday schedule, 2-26 Table, 1-10 vendor, 2-27 Update, 1-10 Holidays View, 1-10 non-fixed, 2-27 INFORMIX-SQL, 1-2, 1-9 observed, 2-27 commands, 1-7 official, 2-27 Initialization, 1-5 Hotline of Integrator interface, 8-6 Trouble Tracker, 1-2 process, 2-1 tasks, 2-2 Initialization and Administration System (INADS), 2-17 I Initialization errors, 2-48 Icons Initialization menu, 2-1 cancelling Initialization problems, 2-48 in NSD, 6-17 Initializing the database, 2-1, 2-2 in NSD, 6-1 Installing customized files, 7-1 circle, 6-2 procedure, 7-4 circle in circle, 6-2 Instance, 8-4 ellipse, 6-2 Integrator oval, 6-2 changing communications time-out, 8-11, 8-14 switchboard, 6-2 configuration overview, 8-2 OK database initialization, 8-5, 8-11 on NSD, 6-18 initialization, 8-6 IDs interface to, 8-1 address Integrator CM Interface, 8-11 destination, 2-5 Integrator CMA network connectivity, 2-42, 4-26 destination type, 2-5 Inaccessible key field Integrator FM Interface, 8-14 trouble ticket number, 3-9 Integrator FMA INADS destination type, 2-5 access number, 2-6 Integrator interface destination type, 2-5 starting, 8-9 forwarding alarms to, 2-10 stopping, 8-9 receiving closed trouble tickets, 3-17 Integrator native mode receiving dispatched trouble tickets, 3-16 destination type, 2-5 routing closed, 2-11 Invoking a menu from a menu, 7-19 routing dispatch, 2-11 Invoking a process from a menu, 7-19 routing jeopardy, 2-11 ISN routing to, 2-11, 3-20, 4-28 alarm ID, 2-18 INADS (Initialization and Administration System), 2-17 Issue number INADS login, 2-24 product release, 2-19 Incrementing count field, 3-13 trouble ticket count, 3-5 J INFORMIX Jeopardy routing, 2-11 commands, 1-9 Jeopardy tickets, 2-11 commonly used commands, 1-9 to the Integrator, 8-8 RDSQL, 7-1 Jeopardy trouble tickets, 3-4, 3-5 upgrading, B-1 routing, 4-28 wild card option, 1-10 Informix command(s) Add, 1-10 K Current, 1-10 Key fields, 1-11 Detail, 1-10 Keys Exit, 1-10 In this manual, 1-13 Master, 1-10 Next, 1-10 Output, 1-10 L

I-8 Index ffffffffffffffffffffffffffffffffffffff

Layers Reports, 1-4 running in System Initialization, 1-5 on the 630/730 MTG, 1-12 Trouble Ticket History, 1-4 LDN (Listed Directory Number), 2-21 Trouble Tickets, 1-4 Legal customization, 7-3 Utilities, 1-5 Lines on NSD, 2-44 Maintained products, 2-2 List of products and NSD, 6-6 history tickets detail chart, 5-30 checking for Integrator, 8-6 Listed Directory Number (LDN), 2-21 Maintained product(s) Lists defining, 2-14 defining fault tally, 4-2 Maintained products defining routing status destination, 4-7 defining, 2-14 fault tally defining thresholds, 2-36 removing, 4-3 maximum number, 2-14 routing status naming, 2-15 removing, 4-7 types Log grouping, 2-15 routing, 4-11 Maintenance module, 4-15 trouble ticket, 3-1 Making products Logging into the NSD, 6-8 on NSD, 6-27 Logging off Management NSD, 6-19 alarm, 1-1 Logging on trouble ticket, 1-1 to NSD, 6-6 Manual alarm poll, 4-18 Login Manual alarm poll utility, 3-13 browse, 1-5 Manual tickets cust, 1-5 and the Integrator, 8-14 rcust, 1-5 tracking nonalarming products, 3-7 Login(s) Manual trouble tickets, 3-5 craft, 2-23 alarm IDs for, 2-19 INADS, 2-24 Manually changed Logins dispatched trouble tickets, 3-4, 3-5 NSD Manually closing trouble tickets, 3-19 checking on, 6-13 Manually opened trouble tickets, 2-15 system, 2-2, 2-23 Manually-generated trouble tickets, 3-7 Login(s) adding, 3-7 updating, 2-23 opening, 3-7 Logs, A-1 Manually-opened tickets alarmlog, A-3 prerequisite, 3-7 errorlog, A-2 Manually-tracked products glog, A-3 defining, 2-17 routelog, A-2 Map statuslog, A-4 drawing and erasing trouble tickets, 4-5 on NSD, 6-20 ttlog, A-1 positioning products lp UNIX command, 2-7 on NSD, 6-28 Master command, 1-10 Master rows, 1-10 M Maximum fault tally displays, 4-4 MAAP, 4-16 Mean time between alarms MAAP panel chart, 5-29 and system-generated trouble tickets, 3-13 with connectivity, 5-29 Mail, 4-14 report, 5-22 MAIL with connectivity, 5-23 destination type, 2-5 Mean time for ticket closure Mail chart, 5-28 UNIX, 1-5, 4-14 report, 5-24, 5-25 Main menu, 1-4 Mean time to repair access, 1-7 chart, 5-28 Charts Preparation, 1-6 report, 5-20 Displays, 1-5 with connectivity, 5-21

Index I-9 ffffffffffffffffffffffffffffffffffffff

Mean time to repair chart Multiple tickets with connectivity, 5-28 dispatching and routing, 4-30 Menu selection(s) Routing Destination, 2-4 Menus N adding new items, 7-4 NAK (negative acknowledgement), 2-18 blocking access to, 7-18, 7-19, 7-20 Naming maintained products, 2-15 Chart Preparation, 5-27 Naming patterns, 2-15 customization options Native mode in NSD, 6-20 Integrator customize destination type, 2-5 in NSD, 6-16 NCR-3315 customized port ID, 2-30 examples, 7-13, 7-25, 7-27 NCR-3315 upgrade, B-5 displays, 4-1 NCR-3332 mil files, 7-19 port ID, 2-30 invoking a menu from, 7-19 NCR-3332 upgrade, B-5 invoking a process from, 7-19 NCTEQ Ð Network Channel Terminating Equipment, 2-16 main, 1-4 Near-end access, 1-7 data multi-level, 1-2 on ticket, 3-10 Reports, 5-1 products, 5-15 reports, 5-1 trunk information, 2-44 selecting from, 1-6 Negative acknowledgement (NAK), 2-18 selecting Network with NSD, 6-16 configuration, 2-1 structure, 1-4 connectivity, 2-3 Menu(s) monitoring system initialization, 2-1 with NSD, 6-1 Menus Network connectivity using, 1-7 checking for Integrator, 8-6 utilities, 4-13 data, 2-44 mil files, 7-2, 7-19 defining, 2-45 Military time on NSD, 6-37 use of, C-1 on NSD screen, 6-3 mnl files, 7-2, 7-19, 7-21 Network Connectivity ID, 2-46 Modem pool card, 4-15 Network connectivity IDs, 2-42, 2-44, 4-26 on System 75, 2-39 defining, 2-47 Module Network connectivity indications maintenance, 4-15 on NSD, 6-4 Monitoring networks Network Connectivity Report, 5-15 with NSD, 6-1 Network Management Protocol, 8-3 Mouse Network Management Services logins, 2-23 using Network sites on NSD, 6-6, 6-16 multiple Moving on NSD, 6-1 in NSD, 6-3 Network status the map changing in NSD, 6-18 on NSD, 6-1 zoom boxes Network Status Display (see NSD), 6-1 on NSD, 6-32 Networks MS-Windows switch-based, 1-1 for NSD, 6-1 Next command, 1-10 MTBA/MTTR/MTTC chart NMP, 8-3 summary, 5-29 NMP Interface, 8-1 MTBF, 5-30 NMP interface MTTC with network connectivity chart, 5-28 starting, 8-9 MTTR, 5-30 nmpguard, 8-9 Multi-level menus, 1-2 Non-PBX peripheral equipment Multiple network sites defining, 2-17 on NSD, 6-1 NonPBX products

I-10 Index ffffffffffffffffffffffffffffffffffffff

accessing, 4-16 zooming in on connectivity lines, 6-37 Non-PBX products NSD PC alarm IDs, 2-19 checking trace.log, 6-12 Notes communication settings ticket, 3-10 changing, 6-14 Notes field Numbering on trouble tickets, 2-44 gaps in trouble tickets, 3-13 NSD trouble tickets, 3-5 alarm colors sequential, 3-5 changing, 6-20 unique trouble tickets, 3-5 and changes to maintained products, 6-6 Numbers background trouble ticket, 3-13 erasing, 6-21 circuit groups, 6-37 clipboard pasting, 6-22 O colors, 6-1, 6-20 Object class, 8-4 changing, 6-20 and trouble tickets, 8-15 customize menu, 6-20 mapped to Trouble Tracker data, 8-4 data transfer, 6-23 OK icon default position, 6-28 on NSD, 6-18 ending a work session, 6-19 Open manually-generated trouble tickets, 3-4 error messages, 6-18, D-1 Open system-generated trouble tickets, 3-4 external equipment, 6-2, 6-29 Open trouble ticket trend chart gas gauge icon, 6-9 summary, 5-30 hierarchy, 6-6 Open trouble tickets, 4-4 incorrect password or user ID, 6-11 Opening manually-generated trouble tickets, 3-4 limitations, 6-4 Opening trouble tickets, 3-1, 3-7 lines connecting products, 2-44 Optional fields, 1-11 logging in, 6-6, 6-8 Options login screen, 6-7 choosing from menus, 1-6 logins wild card checking on, 6-13 INFORMIX, 1-10 making products, 6-27 Orange mouse on NSD, 6-1 using, 6-6 Originator network connectivity data for, 2-44 of ticket, 3-10 padding screens, 6-23 Output command, 1-10 Paintbrush program, 6-22 Oval icon PF_Keys, 6-7 on NSD, 6-2 port communication/cabling problems, 6-15 product status, 6-1 rebooting the PC, 6-6 P releasing products/clusters/regions, 6-33 Padding removing a product NSD screens, 6-23 from a cluster, 6-35 Paintbrush program request products, 6-25 on NSD, 6-22 saving, 6-36 Partial update of trunk data, 2-40 customized options, 6-20 Password, 2-24 scrolling, 6-18 incorrect server connect script, 6-8 for NSD, 6-11 setting up, 6-6 Passwords tasks menu, 6-16, 6-25 system, 2-2 top level display, 6-35 Pasting from clipboard upgrade on NSD, 6-22 rebooting afterwards, B-8 Patterns upgrading, B-7 naming USA map consistent, 2-15 drawing, 6-22 PBXs, 2-14 using, 6-16 in NSD, 6-2 as a terminal, 6-40 PC zoom capability, 6-31 rebooting

Index I-11 ffffffffffffffffffffffffffffffffffffff

for the NSD, 6-6 Auditing Database Files, 4-26 per files, 7-2 Blocking Access to Menu Items, 7-20 Peripheral equipment, 2-14 Changing Permissions a Port Configuration, 2-31 and securities, 7-1 Changing CM Timeout Interval, 8-11 revoking, 7-23 Changing Database Permissions, 7-23 revoking or granting, 7-23 Changing NSD Display Colors, 6-20 to the database, 7-23 Changing user, 7-18 the System Alarm Strategy, 2-33 examples, 7-25 Configuring a Port, 2-29 PF_Keys, 4-15 Creating a Region on NSD, 6-30 for NSD, 6-7 Creating Clusters on NSD, 6-29 Pie charts, 1-6, 5-29, 5-30 Creating User Views, 7-24 Port communication/cabling problems Cutting Through, 4-17 NSD, 6-15 Debugging Customized Files, 7-10 Port configuration, 2-2, 2-29 Defining adding, 2-31 a Fault Tally List, 4-2 errors, 2-48 a Maintained Product, 2-14 removing, 2-31 a Predefined Fault Tally List, 4-4 reports, 5-14 a Routing Destination, 2-4 Port ID, 2-30 a Routing Schedule, 2-9 Port number, 2-29 a Vendor Service Schedule, 2-25, 2-27 Port numbers Network Connectivity, 2-45 dial in, 2-21 Network Connectivity IDs, 2-47 Port types, 2-29 Routing Destination Status Lists, 4-7 Ports Dispatching/Routing Multiple Tickets, 4-30 alarm receiver, 2-29 Displaying changing, 2-31 Predefined Routing Destination Status, 4-9 Port(s) Routing Schedule Detail Screens, 2-22 changing, 2-31 Scrolling Faults, 4-5 COM1, B-7 Split Screen Faults, 4-6 COM2, B-7 Split Screen Routing Status, 4-11 configuring, 2-29 Displaying Trouble Tickets, 3-14 dial-in, 2-24 Editing a Region or Cluster Ports on NSD, 6-35 for Silent Knight, 2-30 Ending a NSD Work Session, 6-19 Positioning a cluster on the map Forcing a CMA Cold Start, 8-10 on NSD, 6-29 Forcing an FMA Cold Start, 8-10 Positioning top level products Full Data Backup, 4-19 on NSD, 6-28 Installing Customized Files, 7-4 Prevention of removing trouble tickets, 3-6 Logging into NSD, 6-7 Previous command, 1-10 Manually Closing Trouble Tickets, 3-19 Printer destination type, 2-5 Manually Opening a Trouble Ticket, 3-8 Printer names Manually Poll Alarms, 4-18 listing, 2-7 Processor upgrade, B-5 Printers Reading Mail, 4-14 baud rate, 2-7 Reconfiguring Database Files, 4-27 forwarding alarms to, 2-7 Releasing Clusters Printing reports, 5-1 on NSD, 6-34 Priorities Releasing Products on NSD, 6-33 routing, 2-11 Releasing Regions Problem on NSD, 6-34 ticket Requesting Products describing, 3-9 on NSD, 6-25 Problem Type Rerouting Trouble Tickets, 3-20 Integrator, 8-15 Restoring Data from Backup, 4-22 Procedure(s) Restricting Access to UNIX Shell, 7-24 Adding Extra Notes on Ticket, 3-12 Routing a Single Trouble Ticket, 4-28 Adding Vendors, 2-38 Routing Multiple Trouble Tickets, 4-28 Archiving the History Database File, 4-21 Selecting an NSD Menu, 6-16 Associating a Trunk Group to a Vendor, 2-43 Selecting Products for NSD, 6-27

I-12 Index ffffffffffffffffffffffffffffffffffffff

Setting Up the NSD, 6-6 non-PBX peripheral equipment Setting Up the System Alarm Strategy, 2-32 defining, 2-17 Starting Alarm Processing, 2-48 other vendors Starting/Stopping Alarm Processing, 4-24 defining, 2-17 Stopping the NMP Interface, 8-9 positioning top level Thresholding a Maintained Product, 2-36 on NSD, 6-28 Updating History Trouble Tickets, 3-22 requesting for NSD, 6-25 Updating System 75/G1/G3 Logins, 2-23 top level display Updating Trouble Tickets, 3-15 on NSD, 6-27 Updating Trunk Data, 2-39 Product(s) name Upgrading the Network Status Display, B-7 adding, 2-15 Upgrading Trouble Tracker on the 3B2 Processors, B-1 profile Using the Chart Preparation Utility, 5-31 editing, 7-22 Using the Emulator updating, B-6 from NSD, 6-40 Program(s) using the mouse, 6-6 sysadm uucpmgmt, 2-6 Using the Report Utility, 5-2 Protocol Zooming in on a Cluster or Region associated with ttys, 2-29 for NSD, 6-31 Zooming in on NSD Connectivity Lines, 6-37 Process Q initialization, 2-1 Query command, 1-10 Processor Querying the database, 1-9 alarms, 2-32 Queue Processor alarm(s) routing, 4-10 routing destination, 2-32 routing schedule, 2-32 Product R alarming rcust login, 1-5 thresholds, 3-13 RDSQL on NSD, 6-2 INFORMIX, 7-1 releasing Reading mail, 4-14 on NSD, 6-33 Rebooting Product address, 2-19 after NSD upgrade, B-8 Product location Received time zone, 2-20 alarms, 2-9, 2-18 Product naming Receiving trouble tickets from remote locations, 3-16, 3-17 conventions, 2-15 Reconfiguration recommendations, 4-27 Product quantity recommendations Reconfiguring, 1-5 per login the database, 4-27 using NSD, 6-4 rules, 4-27 Product release number, 2-19 Red Product release version, 2-19 on NSD, 6-1 Product selection Regions on NSD, 6-27 changing Product types on NSD, 6-35 grouping, 2-15 creating Products on NSD, 6-30 adding, 2-14 defined Product(s) on NSD, 6-29 defining, 2-14 editing Products on NSD, 6-35 defining thresholds, 2-36 NSD limitations, 6-4 hierarchy on NSD, 6-2 on NSD, 6-2 releasing in NSD, 6-5 on NSD, 6-34 maintained, 2-2, 2-14 zooming manually-tracked NSD, 6-31 defining, 2-17 Registration nonalarming system tracking, 3-7 for ATTMAIL, 2-6

Index I-13 ffffffffffffffffffffffffffffffffffffff

Reinstalling customized files, B-1 Vendor Holiday Schedule, 5-19 Release number Vendor Service Schedule, 5-18 product, 2-19 Report utility Releasing a cluster using, 5-2 on NSD, 6-33, 6-34 Reporting Releasing a region verbal status, 3-19 on NSD, 6-33, 6-34 Reports, 1-4 Releasing products adding, 7-4 on NSD, 6-33 alarm routing schedules, 5-11 Reloading the database, 4-22 changing, 7-3, 7-4 Remote access detail, 5-1 to products, 2-21 mean time between alarms, 5-22 Remote closing trouble tickets, 3-17 with connectivity, 5-23 Remote closure allowed, 2-11 mean time for ticket closure, 5-24, 5-25 Remotely changed mean time to repair, 5-20 dispatched trouble tickets, 3-4, 3-5 with connectivity, 5-21 Remotely closed trouble tickets, 3-14 network connectivity report, 5-15 Remotely dispatched trouble tickets, 3-16 output destination, 5-2 Removal preventions port configuration, 5-14 trouble tickets, 3-4 printing, 5-1 Remove command, 1-10 routing destinations, 5-12 Removing running, 5-1 a product selection options, 5-2 from a cluster summary, 5-1 on NSD, 6-35 thresholds, 5-13 fault tally lists, 4-3 trunk information summary, 5-16 old trouble tickets, 4-21 using, 5-1 routing status lists, 4-7 vendor, 5-17 rows from the database, 1-10 vendor holiday schedule, 5-19 trouble tickets, 1-10, 3-6 vendor service schedule, 5-18 Repair Requesting products average time, 5-20, 5-28 on NSD, 6-25 cost, 5-22, 5-26, 5-29, 5-30 Required fields, 1-11 interval, 2-19 Resolution results, 1-6 for ticket, 3-10 Report data Restoring, 1-5 shown in pie and bar charts, 5-1 data from backup, 4-22 Report menu, 5-1 Restricted shell, 7-24 Report screen(s) Restricting access to UNIX shell, 7-18 Alarm Routing Schedules, 5-11 Resume option History Trouble Tickets - Detail, 5-7 in Trunk Update, 2-39 History Trouble Tickets - Summary, 5-8 revoke statement, 7-23 Jeopardy Trouble Tickets - Detail, 5-5 example, 7-27 Maintained Products - Detail, 5-9 Revoking permissions, 7-23 Maintained Products - Summary, 5-10 example, 7-27 Mean Time Between Alarms, 5-22 RMP Mean Time Between Alarms with Connectivity, 5-23 alarming INADS, 2-32 Mean Time for Ticket Closure, 5-24 RMP card, 2-32 Mean Time for Ticket Closure with Connectivity, 5-25 RMP (Remote Maintenance Package), 2-32 Mean Time to Repair, 5-20 Route multiple trouble tickets, 4-28 Mean Time to Repair with Connectivity, 5-21 active, 4-28 MTTC/MTTR/MTBA Summary, 5-26 history, 4-28 Network Connectivity, 5-15 Route now Open Trouble Tickets, 5-3 and the Integrator, 8-14 Port Configuration, 5-14 Route single trouble ticket, 4-28 Routing Destinations, 5-12 active, 4-28 Summary Jeopardy Trouble Tickets, 5-6 history, 4-28 Summary Open Trouble Tickets, 5-4 Route trouble tickets, 1-5, 3-11 Thresholds, 5-13 Routelog Trunk Information - Summary, 5-16 sample CMA cold start, 8-13 Vendor, 5-17 routelog, 4-11, A-2

I-14 Index ffffffffffffffffffffffffffffffffffffff

Routing TTA, 2-4 alarms UNIX Mail, 2-4 to a printer(s), 2-7 Routing destinations report, 5-12 to a terminal, 2-6 Routing displays, 1-5 to AIR10, 2-6 Routing errors, A-2 to another Trouble Tracker, 2-7 Routing failures, 3-20 to INADS, 2-6 Routing multiple tickets, 4-30 to Integrator, 2-7 Routing queue, 4-10 using ATTMAIL, 2-6 Routing requests, 4-24, 4-25 using ATTMAIL faxes., 2-6 Routing schedules using UNIX mail, 2-6 for Integrator, 8-8 destination screen Routing status, 5-3 status field for manually-opened tickets, 3-9 changing, 2-8 held, 4-9 destinations, 2-2, 2-4 run, 4-9 commentary field, 2-8 Routing status destination displays dialing, 2-5 running, 4-9 destination(s) Routing status destination lists examples, 2-5 changing, 4-8 destinations Routing status displays in routing schedules, 2-11 creating destination status lists, 4-7 destination(s) running, 4-11 status, 2-7 Routing status lists exceptions, 2-12 definition, 4-7 failure alert, 2-34 removing, 4-7 failures, 2-32, 3-20 Routing status trouble tickets, 3-9 on closed, 2-11 Routing to INADS, 3-20, 4-28 on dispatch, 2-11 Routing trouble tickets, 3-13 on jeopardy, 2-11 Rows on problem type, 2-12 master, 1-10 priorities, 2-11 RPAGE Ð Radio Paging Equipment, 2-16 schedules RSVPW Ð Reserve Power Plant, 2-16 changing, 2-13 Run status, 4-9 defining, 2-9 Running reports, 5-1 deleting, 2-11 displaying, 2-22 for ttas product, 2-32 S name, 2-9 Sample screen(s) number, 2-9 trouble ticket, 3-3 to another Trouble Tracker Trouble Ticket Detail, 4-31 on closed, 2-11 Sample Session on dispatched, 2-11 Creating a New Background Using Paintbrush, 6-22 to INADS Sample trouble ticket, 3-23 on closed, 2-11 Saving customized options on dispatch, 2-11 on NSD, 6-20 on jeopardy, 2-11 Saving NSD information, 6-36 to TTA on jeopardy, 2-11 Schedule Routing Alarm Tickets, 3-20 holiday, 2-26 Routing destination for vendor, 2-27 defining, 2-4 routing Routing destination(s) defining, 2-9 ACCUMASTER Integrator, 2-4 weekly, 2-26 another Trouble Tracker, 2-4 Schedule name, 2-9 AT&T Mail, 2-4 Schedule number, 2-9 beeper, 2-4 Schedules FAX, 2-4 alarm routing, 2-9, 2-10 Routing destinations routing for Integrator, 8-6 deleting, 2-11 Routing destination(s) displaying, 2-22 INADS, 2-4 vendor, 2-25 terminal/printer, 2-4 Scheduling backups, 4-19

Index I-15 ffffffffffffffffffffffffffffffffffffff

Schema Screens changing, 7-3 sample Screen command, 1-10 Trouble Ticket Detail, 4-31 Screen command(s) Summary Jeopardy Trouble Tickets Report, 5-6 Add, 1-10 Summary Open Trouble Tickets Report, 5-4 Current, 1-10 Screen(s) Detail, 1-10 System Alarm Strategy, 2-33 Exit, 1-10 System Logins, 2-23 Master, 1-10 Thresholds, 2-36 Next, 1-10 Screens Output, 1-10 Thresholds Report, 5-13 Previous, 1-10 Trouble Tracker, 1-9 Query, 1-10 Trunk Information Summary Report, 5-16 Remove, 1-10 Screen(s) Table, 1-10 Update Trunk Data Summary, 2-41 Update, 1-10 Screens View, 1-10 using, 1-9 Screen fields Screen(s) entering data, 1-11 Vendor Holiday Schedule, 2-27 Screen forms Screens changing, 7-3 Vendor Holiday Schedule Report, 5-19 Screen-based graphic display Screen(s) on NSD, 6-1 Vendor Identification, 2-38 Screens Screens adding, 7-4 Vendor Report, 5-17 Alarm Routing Schedules Report, 5-11 Screen(s) customized Vendor Service Schedule, 2-25 examples, 7-11 Screens dynamic Vendor Service Schedule Report, 5-18 on NSD, 6-1 Screens-based interface extra notes, 3-2 INFORMIX, 1-9 History Trouble Tickets - Detail Report, 5-7 Scrolling History Trouble Tickets - Summary Report, 5-8 in NSD, 6-18 Jeopardy Trouble Tickets - Detail Report, 5-5 Scrolling display, 1-5 Screen(s) Scrolling fault display, 4-5 Maintained Products, 2-15 Scrolling list, 1-5 Screens SDN (Software Defined Network), 2-46 Maintained Products - Detail Report, 5-9 Searching the database, 1-9 Maintained Products - Summary Report, 5-10 Security codes, 2-2 mapping to tables, 7-17 Security measures, 2-23 Mean Time Between Alarms Report, 5-22 Selecting from menus, 1-6 Mean Time Between Alarms with Connectivity Report, 5-23Sequential trouble ticket numbering, 3-5 Mean Time for Ticket Closure Report, 5-24 Serial number Mean Time for Ticket Closure with Connectivity Report, 5-25 Trouble Tracker, 2-48 Mean Time to Repair Report, 5-20 Server connect script for NSD, 6-8 Mean Time to Repair with Connectivity Report, 5-21 Service contract MTTC/MTTR/MTBA Summary Report, 5-26 vendor, 2-20 Screen(s) Service contract alert, 2-34 Network Connectivity, 2-45 Service contract name, 2-25 Screens Service Representative Network Connectivity Report, 5-15 AT&T, 3-20 NSD login, 6-7 Service schedule name, 2-25 Open Trouble Tickets Report, 5-3 Service schedules Screen(s) vendor, 2-25 Port Configuration, 2-29 defining, 2-25 Screens Set up system alarm strategy, 2-32 Port Configuration Report, 5-14 Setting up the NSD, 6-6 Routing Destination, 2-4 Severity levels Routing Destinations Report, 5-12 for tickets Screen(s) entering, 3-9 Routing Schedules, 2-9 Shell

I-16 Index ffffffffffffffffffffffffffffffffffffff

restricting access to, 7-24 Successfully forwarded trouble tickets, 3-9 Silent Knight, 2-14, 2-18 Summary reports, 1-4, 5-1 alarm ID, 2-18 history trouble tickets, 5-8 alarm information through, 3-13 jeopardy trouble tickets, 5-6 channels maintained products, 5-10 defining, 2-21 open trouble tickets, 5-4 Sixty6386E/33 Switch trunks port ID, 2-30 automatic entry, 2-39 Sixty6386E/33 upgrade, B-5 Switch-based networks, 1-1 Sixty6386SX/EL Switchboard icon port ID, 2-30 on NSD, 6-2 Sixty6386SX/EL upgrade, B-5 Synchronous communication, 4-15 Sizing windows sysadm uucpmgmt program, 2-6 on NSD, 6-32 System 75 Software Defined Network (SDN), 2-46 alarm descriptions, E-2 Software upgrade Alarm ID, 2-18 3B2 processors, B-1 asynchronous communication with, 2-39 processor, B-5 connecting to, 4-15 Sort options equipment location with reports, 5-2 format, 2-46 Source files modem pool card, 2-39 for Trouble Tracker, 7-2 trunk data, 2-39 Special characters System 85 for dial access, 2-5 alarm descriptions, E-3 Split screen display from Trouble Tracker, E-4 on NSD, 6-18 alarm ID, 2-18 Split Screen Fault Display, 4-6 and thresholds, 2-35 Spreadsheet, 5-30, 5-31 connecting to, 4-15 sql files, 7-2 equipment location Standard graphics format, 2-46 on NSD, 6-2 external equipment, 2-15 STARkEEPER I, 8-1 Generic 2 Maintenance Module, 3-13 StarKeeper I MAAP panel alarm ID, 2-18 and system-generated trouble tickets, 3-13 Start alarm processing, 1-5, 2-3, 2-48 trunk data, 2-39 automatically, 2-49 System Starting alarm processing, 4-24 registering Starting NMP Interface, 8-9 for ATTMAIL, 2-6 Starting Trouble Tracker System alarm strategy, 2-2, 2-32 automatically, 2-49 changing, 2-32, 2-33 Startup errors, 2-48 setting up, 2-32 Status System closed trouble tickets, 3-18 for manually-opened tickets, 3-9 System initialization routing data, 4-19 for manually-opened tickets, 3-9 menu, 1-5, 2-1 threshold System Initialization thre, 2-35 options, 1-5 Status changes System logins, 2-2, 2-23 and forwarding tickets, 2-11 updating, 2-23 Status field System logs on Routing Destination screen alarmlog, A-3 changing, 2-8 errorlog, A-2 statuslog, A-4 glog, A-3 Stop alarm processing, 1-5 routelog, A-2 Stopping alarm processing, 4-24 statuslog, A-4 Stopping NMP interface, 8-9 ttlog, A-1 Strategy System passwords, 2-2 system alarm, 2-2 System reconfiguration, 3-21 Structure System security codes, 2-2 menu, 1-4 System space problems, 2-32 of Trouble Tracker database, 7-2 System strategy

Index I-17 ffffffffffffffffffffffffffffffffffffff

defining, 2-32 incrementing, 3-5 System-generated trouble tickets, 3-13, 5-22 Ticket databases, 3-1 and MAAP panel, 3-13 Ticket numbering gaps, 3-13 Ticket numbers, 3-5, 3-13 Ticket originator, 3-10 T Ticket problem Table command, 1-10 describing, 3-9 Tables if service-affecting, 3-10 adding, 7-4 technician assignment, 3-10 adding columns to, 7-4 Ticket removal blocking access to, 7-18 prevention, 3-4 changing, 7-3 Ticket resolution, 3-10 customized Ticket severity levels examples, 7-11 entering, 3-9 mapping to screens, 7-17 Ticket status Tasks clos, 3-4 in NSD, 6-16, 6-25 disp, 3-5 initialization, 2-2 thre, 3-4 Technical Service Center, 1-2, 3-20 Ticket thresholds, 3-4, 3-5 Technician Tickets assigned to ticket, 3-10 active database, 3-14 Terminal destination type, 2-5 alarm Terminal Emulator, 5-32 routing, 3-20 Terminals automatic, 3-5 630/730, 1-12 Ticket(s) baud rate, 2-7 automatic closure, 2-10 forwarding alarms to, 2-6 Tickets Text file, 5-31 automatically generated, 3-13 Thirty3315 upgrade, B-5 closed, 3-4, 3-5 Thirty3332 upgrade, B-5 closing manually, 3-19 Thre status, 3-13 dispatched, 3-4, 3-5 Three3B2/600 dispatching/routing, 4-30 initialization process, 2-1 displaying, 3-14 thre ticket status, 3-4 file system overload, 3-21 Threshold criteria, 2-35 forwarding Threshold status to another Trouble Tracker, 2-5 thre, 2-35 generating, 3-1 Thresholding history, 3-22 by count, 2-36 updating, 3-22 by equipment location, 2-36 jeopardy, 3-4, 3-5 guidelines, 2-35 manual, 3-5 on alarming product, 3-13 manually-generated warrantied products, 2-35 opening, 3-4 Thresholds, 1-5, 2-2 manually-opened criteria, 3-4 example, 3-7 defining, 2-35 prerequisite, 3-7 exceptions, 2-35 problem count, 3-9 report, 5-13 status, 3-9 trouble tickets, 3-4, 3-5, 3-13 open manually-generated, 3-4 Thresholds criteria, 3-4 opening, 3-7 Thresholds trouble tickets, 3-4 remotely closed, 3-14 Ticket remotely closing, 3-17 closing date/time, 3-10 remotely dispatched, 3-16 entry date/time, 3-9 removing, 3-6 Extra Notes Detail Screen, 3-12 routing, 3-13 near-end/far-end data, 3-10 routing status, 3-9 notes, 3-10 sample, 3-23 route failure messages, 3-20 status, 3-3 routing, 3-11 successfully forwarded, 3-9 Vendor ID, 3-10 system closed, 3-18 Ticket count system-generated, 3-13

I-18 Index ffffffffffffffffffffffffffffffffffffff

threshold, 3-4 gaps in numbering, 3-13 types of, 3-3 generating, 3-1 updating, 3-13, 3-15 history, 1-4, 3-22 Time zone updating, 3-22 for production location, 2-20 jeopardy, 3-4, 3-5 Time-out manual, 3-5 for communications with Integrator, 8-11, 8-14 manually-generated, 3-7 Top level display opening, 3-4 of products notes field, 2-44 on NSD, 6-27 object class to Integrator, 8-15 on NSD, 6-3, 6-35 open manually-generated, 3-4 trace.log open system-generated, 3-4 checking opening, 3-7 on NSD PC, 6-12 remote closing, 3-17 Trending remotely closed, 3-14 trouble ticket, 1-6, 5-1 remotely dispatched, 3-16 Trouble Shoot removing, 3-6 main menu route multiple, 4-28 history removal, 9-23 active, 4-28 manual trouble shoot, 9-18 history, 4-28 session results, 9-20 route single, 4-28 session summary, 9-19 active, 4-28 session termination, 9-24 history, 4-28 Trouble Shooter routing, 3-13 Customizing, 9-27 routing status, 3-9 Trouble ticket successfully forwarded, 3-9 count system closed, 3-18 incrementing, 3-5 system-generated, 3-13, 5-22 databases, 3-1 threshold, 3-4 active, 3-1 types of, 3-3 history, 3-1 unresolved, 4-26, 5-3, 5-4 dispatch routing, 4-28 updating, 3-15 history database file, 4-21 user-generated, 2-15 jeopardy routing, 4-28 Trouble Tracker log, 4-5 alarm ID, 2-18 main menu, 1-4 alarm receiver ports, 2-29 management, 1-1 another numbers, 3-5 for destination type, 2-5 removal Customer Service, 1-2 prevention, 3-4 customization, 7-1, B-1 route failure messages, 3-20 database files, 7-14 routing, 1-5, 3-11 database structure, 7-2 status, 3-3 database thresholds, 3-5 structure, 7-2 Trouble Ticket Administration (TTA), 2-5, 2-17 definition, 1-1 Trouble Ticket log, A-1 forwarding alarms to, 2-7 Trouble ticket numbers, 3-13 forwarding alarms to another system, 2-5 Trouble ticket trending, 1-6 reinstalling customized files, B-1 Trouble tickets, 1-4 screens, 1-9 active database, 3-14 serial number, 2-48 archiving, 4-21 starting, 2-48 automatic, 3-5 upgrade, B-1 automatically generated, 1-4 user interface, 1-2 closed, 3-4, 3-5 Trouble Tracker access closing manually, 3-19 controlling, 2-23 dispatched, 3-4, 3-5 Trouble Tracker initialization dispatched remotely, 3-16 problems, 2-48 displaying, 3-14, 3-22 Trouble Tracker/NMP Interface, 8-1 failure to route correctly, 3-20 Trunk alarms, 2-44 file system overload, 3-21 Trunk connections forwarding to another Trouble Tracker system, 2-5 far-end, 2-44

Index I-19 ffffffffffffffffffffffffffffffffffffff

near-end, 2-44 accessing, 1-9 Trunk connectivity information restricting access to, 7-18, 7-24 obtaining, 2-44 Unrelated fields, 1-11 Trunk data Unresolved trouble tickets, 4-26, 5-3, 5-4 partial update, 2-40 Update command, 1-10 update, 2-2 Update command updating, 2-39 and trouble tickets, 3-13 Trunk data update Update trunk data, 2-2 communications problems, 2-40 Updating history trouble tickets, 3-22 resuming, 2-39 Updating trouble tickets, 3-15 retrying, 2-40 history, 3-22 Trunk group number, 2-45 Upgrade Trunk group/vendor association, 2-2, 2-43 3B2 processors, B-1 Trunk index, 2-44 time, B-1 Trunk information V3 to V4 on a different machine, B-8 checking for Integrator, 8-6 Upgrading Trunk information summary report, 5-16 INFORMIX, B-1 Trunk member type, 2-45 the NSD, B-7 Trunk number, 2-44 Trouble Tracker software, B-1, B-5 Trunk status, 2-46 USA map Trunk update drawing interruption, 2-39 on NSD, 6-20, 6-22 resume option, 2-39 erasing Trunks on NSD, 6-20 far-end/near-end, 2-44 positioning products TSC, 1-2, 3-20, 4-16, 4-24 on NSD, 6-28 contacting, 2-48 scrolling TTA on NSD, 6-18 access number, 2-6 Use of routing jeopardy, 2-11 military time, C-1 routing to, 2-11 wild cards, 2-12 TTA (Trouble Ticket Administration), 2-5, 2-17 User ID ttas incorrect as a Maintained Product, 2-32 for NSD, 6-11 ttas file User interface editing for layers, 1-12 Trouble Tracker, 1-2 ttas login User permissions, 7-18 permissions, 7-18 changing, 7-1 TT.CAFE file examples, 7-25 editing User views, 7-24 for layers, 1-12 example, 7-27 ttinstall command, 7-4 User-generated trouble tickets, 2-15 ttlog, 3-1, 4-5, A-1 Using tty logins alarm receiver ports, 2-29 on NSD, 6-5 tty number, 2-29 menus, 1-6, 1-7 Typeface the mouse in this manual, 1-13 on NSD, 6-6 /usr/lib/uucp/Systems file, 2-6 Utilities, 1-5 U Utilities menu, 1-5, 4-13 UMODEM, 5-32 Utility Unique alarms received, 3-5 dispatch/route multiple tickets , 4-30 Unique trouble ticket numbering, 3-5 manual alarm poll , 3-13 Universal module format, 2-46 UUCP, 4-15 UNIX mail, 1-5, 4-14 directory, 4-16 forwarding alarms with, 2-6 Unix script using V for startup, 2-49 Vendor holiday schedule, 2-27 UNIX shell Vendor holiday schedule report, 5-19

I-20 Index ffffffffffffffffffffffffffffffffffffff

Vendor ID, 2-46 NSD, 6-31 on ticket, 3-10 zzgrant file Vendor profile, 2-46 example, 7-27 Vendor Report, 5-17 zzgrant file, 7-23 Vendor service contract, 2-20 Vendor service schedule report, 5-18 Vendor service schedules, 2-25 defining, 2-25 Vendors, 2-2, 2-38 adding, 2-38 Verbal status reporting, 3-19 View command, 1-10 Viewing customized changes, 7-8 Views user, 7-24 example, 7-27 VMAAP access to, 4-15 and system-generated trouble tickets, 3-13 defining environment variables, 4-15

W Warm start alarm processing, 4-25 CMA, 8-5, 8-11 Warning file space, 2-32 Weekly schedule, 2-26 Wild card option INFORMIX, 1-10 Wild cards use of, 2-12, 5-31 Windows sizing on NSD, 6-32 Work session ending in NSD, 6-19 Writing database rows to a file, 1-10

X X.25 port number, 2-30

Y Yellow on NSD, 6-1

Z Zoom NSD, 6-31 Zoom boxes moving on NSD, 6-32 Zoom windows sizing on NSD, 6-32 Zooming in on a region or cluster

Index I-21