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Trouble Tracker Operations Manual -- -- -- Trouble Tracker Operations Manual -- -- TO ORDER COPIES OF THIS DOCUMENT CALL: AT&T Customer Information Center 1 800 432-6600 In Canada: 1 800 255-1242 WRITE: AT&T Customer Information Center 2855 North Franklin Road P.O. Box 19901 Indianapolis, IN 46219 ORDER: Document No. AT&T 585-225-703, Comcode 107257859 Issue 3, March 1994 For more information about AT&T documents, see Business Communications Systems Publications Catalog (555-000-010). TRADEMARK NOTICE 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. Prepared by Copyright 1994 GBCS Product Documentation Development All Rights Reserved Middletown, NJ 07748-1976 Printed in USA ffffffffffffffffffffffffffffffffffffffContents 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,
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