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Pointing Fingers? DDM to the Rescue

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Presented the morning of the 2nd day of the Engage conference onboard the SS Rotterdam. IBM Domino Domain Monitoring presentation by IBM Champion Keith Brooks.
Domino tweets. Salesforce and SedrviceNow integrations included in the deck.

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Pointing Fingers? DDM to the Rescue

  1. 1. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com ADM09 Pointing Fingers? DDM to the Rescue! Keith Brooks @Lotusevangelist Wednesday, May 23 | 09:00 - 10:00 | B. Guadaloupe
  2. 2. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 2 Keith Brooks • Twitter: @lotusevangelist • Skype: lotusevangelist • Email/WW: keith@vanessabrooks.com • Blog: https://blog.vanessabrooks.com • Linkedin: https://linkedin.com/in/keithbrooks • Slides: https://Slideshare.net/kbmsg 2& Scotch! 2012 – Present
  3. 3. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 3 Best Practices Tip #57: Domino Domain monitor keeps you safe  Enable DDM  Have DDM tell you when anonymous gets added to a database over a certain level  Have DDM tell you not only that there is a problem, but suggests how to fix it!  Have DDM bring you directly to the problem  Monitoring software makes your life easier (From LS10 Paul Mooney’s Session)
  4. 4. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 4 History of DDM Probes and Listeners inside DDM Console Commands for DDM Monitoring Non-Domino Items DDM Can Tweet Now! Salesforce Integration ServiceNow Integration Review and References Today’s Topics:
  5. 5. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Why Domino Domain Monitoring (DDM) • At the time, there was no tool that provided a single view of the overall status of multiple servers across one or more DOMINO Domains • Administrators can spend way too much time to find out the cause when a server problem occurs • The analysis and fix of the problems depends on the experience and skill of the Administrator 5
  6. 6. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Background of DDM 6 • In R7 it emerged from the old Stats and Events databases • DDM (ddm.nsf) itself is a reporting database  It reports based on details that the Monitoring Configuration (events4.nsf) db has defined • Events (events4.nsf) is the real information wrapped around by the ddm.nsf • It is installed with every Domino Server …
  7. 7. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Story Time, Sound Familiar? 7 Everyone’s first time with DDM is ALWAYS the same
  8. 8. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 8 DDM — Making Everyone Accountable • Inside DDM you can: • See issues and reporting of what is okay • See who closed which items and issues • Delegate problems to someone else • Provide management with a dashboard • Change severity of error messages • Monitor ACLs, security, SMTP, and on and on as long as it’s a Domino item* • * There are ways to do this for non-Domino too, sort of, hang on, will get to that soon.
  9. 9. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com More Key Benefits • Active monitoring capability: Probes with highly- configurable schedules, content and targets • Data aggregation with collection hierarchies • Automatic problem determination and determination of probable cause in multiple feature areas, and provide possible solution. • Automation of corrective actions • Auto-closing for resolved problems 9
  10. 10. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com History of DDM Probes and Listeners inside DDM Console Commands for DDM Monitoring Non-Domino Items DDM Can Tweet Now! Salesforce Integration Service Now Integration Review and References 10 Today’s Topics:
  11. 11. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Default DDM Probes Three types of probes: • Scheduled probes - run according to a configurable schedule - defaults are supplied • Embedded probes - watch the feature area and catch problems/issues as they occur • Listening probes - run when particular error codes are logged 11
  12. 12. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Configuration: Enable default DDM Probes Types expand into subtypes ... 12
  13. 13. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Common Probe Examples • Monitor for any errors encountered when compacting database on Domino servers. (Database/Database Compact) • Monitor the configured database(s) to ensure that replication occurs on the target servers within the configured time interval. (Replication/Scheduled Replication Checks) • Monitor which documents are not replicating in the Domino Directory. (Replication/Replication Errors) 13
  14. 14. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com More Common Probes • Monitor if name lookups are taking too long. (Directory/Name Lookup/Search Response) • Monitor CPU (55%: fatal) /Disk (30%: fatal) /Memory (98%) Utilization on your Domino Servers. (Operating System/CPU; Memory) • Monitor the availability of all directories on the Domino servers. (Directory/Directory Availability) • Monitor and fix a corrupt database by the corrective action code. 14
  15. 15. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Application Probes • Monitor whether an agent (or Web agents) run by Agent Manager took longer than X minutes to complete. (Application Code/Long running agents) • Monitor database(s) for unused space, generate an event when the percent of 30% unused space is exceeded then automatically compact the database(s) if an event is generated. (Database/Scheduled Checks) • Monitor a specific Notes DB for no access by any user for one month. 15
  16. 16. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com • Monitor mail routing to Domino and/or non-Domino mail systems.(Messaging/Mail Reflector) • Monitors the amount of mail on a Domino server and whether the number of mail messages in the MAIL.BOX file exceeds the number of mail messages that the router can process. (Messaging/Mail Flow Statistic) • Monitor whether your SMTP servers are listening on the appropriate ports. (Messaging/SMTP process state) 16 Monitor What?
  17. 17. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com • Monitor whether NRPC mail routing is occurring on the Mail Servers. (Messaging/NRPC Routing Status) • Monitor which AdminP requests are being generated, and whether they are being processed. (Server/Administration) • Monitor any ACL changes for a specific database. 17 More Monitor What?
  18. 18. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Questions We Asked IBM/HCL • Why is there no task probe for Traveler, for that matter why not for Sametime? • Traveler and Sametime are not with Domino out of the box and when DDM was created it was focused on only out of the box tasks. • Can we get DDM to Tweet? • DDM only creates events, so it can’t directly tweet. However, events can have event handlers act upon them including run a program. So in theory you could setup an event handler to do this, but DDM doesn't do this out of the box. • Domino 10 has no planned updates at this time per Barry Rosen. 18
  19. 19. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Questions We Asked IBM/HCL #2 • Can DDM probe for HTTP when it is not port 80 and if so, how do we tell it to use port 8088 as an example? • DDM uses what's configured for HTTP. So either they both use 8080 or 80. It would be looking in the server doc for the configuration. • Can DDM probe that a website is up and running? Seems we can open a db, but not a web app. Is this true? • The HTTP probe can just probe the port or GET a URL, but it will only check for the successful fetching of that URL, the HTTP return code. 19
  20. 20. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Questions We Asked IBM/HCL #3 • I have not seen how I configure DDM to verify an HTTP website, it seems we can only verify if HTTP is running as a service. • Correct, the DDM HTTP only probes the service, but the Event Generator -> TCP Server probe has the web page option 20
  21. 21. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Someone asked about Differences See Ben Menesi at Ytria for more details 21
  22. 22. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 22 History of DDM Probes and Listeners inside DDM Console Commands for DDM Monitoring Non-Domino Items DDM Can Tweet Now! Salesforce Integration ServiceNow Integration Review and References Today’s Topics:
  23. 23. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Console Commands • View DDM probe schedule • show sch –ddm • Shows a table of enabled probes and next scheduled run time Probe • View enabled probes • tell event dumpprobes • Shows a list of enabled DDM probes by note ID • Run probes manually • tell event runprobe ????? • Run a probe with note ID ????? immediately (designed to be used with the dumpprobes command) 23
  24. 24. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com History of DDM Probes and Listeners inside DDM Console Commands for DDM Time Out for Crazy Messages 24
  25. 25. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Attack of the Ambiguous Error Messages • Cannot process Full Text Index (FTI) • Admin Process: Gone Fishing/Org does not appear in design elements of any database designating Server/Demo as their Administration Server • SMTP Failed to Connect to us.ibm.com • Gone Fishing/Org attempted to login to Server/Demo • SSL Error: Keyring File access error • Unable to replicate or route mail • Calendar profile error • Events database missing documents or duplicated • Unable to compact compact no such file exists (program doc added compact twice?)
  26. 26. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Troubleshooting Ambiguous Error Messages  DDM does not always provide any details  Check your server console  The answer may be staring you in the face, if not, search your log.nsf file for the text of the error  Check that you are running enough debug level in your log to show these errors  Dig deeper within the system from the Administrator monitoring and analysis tools to the DCT  Google, Planetlotus.org, Bloggers, IBM Support
  27. 27. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com History of DDM Probes and Listeners inside DDM Console Commands for DDM Monitoring Non-Domino Items DDM Can Tweet Now! Salesforce Integration Service Now Integration References and Review 27 Today’s Topics:
  28. 28. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 28 DDM Making Admins Lives Easier …. While Teaching Exchange Admins What a Real Server Can Do
  29. 29. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 4 Steps 1. Open events4.nsf 2. Open DDM Configuration->DDM Probes Section-> By Type 3. Click on New DDM Probe -> Messaging 4. Add configuration details and Save
  30. 30. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Steps 3 & 4 Details Click on New DDM Probe -> Messaging • Probe Subtype = Transfer Queue Check • Probe Description = Whatever you Want it to Say • Which Servers to run on? Special Target Servers-> SMTP Servers • Destination? Check All Destinations or Specify that special one  • Services NRPC and/or SMTP • Set Event Severity (not too low i.e group emails) • Save
  31. 31. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Over? Nothing is Over Until… The Probe will be enabled on Save So how do you get notified? Glad you asked….
  32. 32. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 1. DDM Configuration->Event Handlers Section-> By Author 2. Click on New Event Handler from the Db menu 3. Event Tab (can be any type) • Events must be one of these severities: FATAL! And/or Failure, Send them all of them  • Events can have ANY message 4. Action Tab • Method = Mail • Mailing Address = Domino Email and Personal Email of the MS ADMINS! • Enablement = Enable this notification You Don’t! You send it to the MS Admins
  33. 33. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Keep in Mind 1. If Exchange is down, how would they get this? That’s why we use personal emails 2. Include the CIO/CEO or whomever needs to know Exchange fails 3. Set up a Mail Rule in your mail file to collect them all and publish a monthly outage report 4. If you have the skills, add a view into the DDM to ONLY show the Exchange outages to your executives
  34. 34. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com History of DDM Probes and Listeners inside DDM Console Commands for DDM Monitoring Non-Domino Items DDM Can Tweet Now! Salesforce Integration Service Now Integration References and Review 34 Today’s Topics:
  35. 35. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 35
  36. 36. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 36 We want Twitter updates! We are not Developers (Well I’m Not) This works for me https://uptimerobot.com/ Monitors ports, websites, etc.. Notifies you via email, Twitter, SMS They have their own APIs Integrate into: Slack and HipChat and PushOver One Possible Solution
  37. 37. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 37 Hi, The monitor VBI-SMTP (http://www.vanessabrooks.com) is currently DOWN (Port Is Not Listening). Uptime Robot will alert you when it is back up. Sincerely, Uptime Robot http://uptimerobot.com, http://twitter.com/uptimerobot, http://facebook.com/uptimerobot The monitor C_Q (http://quickr.clientsite.com) is back UP (HTTP 200 - OK) (It was down for 44 minutes and 6 seconds).
  38. 38. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com History of DDM Probes and Listeners inside DDM Console Commands for DDM Monitoring Non-Domino Items DDM Can Tweet Now! Salesforce Integration ServiceNow Integration References and Review 38 Today’s Topics:
  39. 39. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Integration Part 1 • Email-to-Case requires downloading the Email-to-Case Agent (contact your Salesforce Customer Support). • The Agent allows you to keep all email traffic within your network’s firewall and to accept emails larger than 25 MB from customers. • Install the Agent behind your network’s firewall. • Enable Email-to-Case and configure the settings. • Configure your routing address settings to customize the way Salesforce handles your customer emails. • https://help.salesforce.com/articleView?id=setting_up_email-to-case.htm&type=5 39
  40. 40. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Integration Part 2 • Test your email routing addresses by manually sending emails to them and verify that these emails convert to cases based on their routing address settings. • Add the email address that you configured to your company's support website. Customers can use this email address to submit cases to your support team. • Add the Email Quick Actions to the Cases page layout. • Optionally, create email templates agents can use when replying to email. These templates can include merge fields that display information from the original email in the reply.
  41. 41. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com History of DDM Probes and Listeners inside DDM Console Commands for DDM Monitoring Non-Domino Items DDM Can Tweet Now! Salesforce Integration ServiceNow Integration References and Review 41 Today’s Topics:
  42. 42. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Integration Part 1 • Users can continue to use email to request help from IT after you begin using Express incident management. • Before you begin, determine your instance email address. Identify how to train users to compose email and create incidents. • Your company was issued an email address for your instance, typically: instancename@service-now.com • When users send email to this address, the Express platform inserts an Incident record. 42
  43. 43. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com Integration Part 2 • Create an email message addressed to your Express instance, typically instancename@service-now.com. • Compose the email, and note the following considerations. • The email subject contains the incident Short Description. • The email body is added as an incident comment. • The incident category is Inquiry/Help. • The incident state is New. • Send the email message. • Note: If you want all incidents to come through your service desk, deactivate the service catalog incident record producer and the email inbound action for new incidents. 43
  44. 44. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com History of DDM Probes and Listeners inside DDM Console Commands for DDM Monitoring Non-Domino Items DDM Can Tweet Now! Salesforce Integration ServiceNow Integration Review and References 44 Today’s Topics:
  45. 45. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 45  DDM is free and running ... use it  YOU decide what to monitor and YOU should be monitoring!  Be Proactive, not just Reactive  Edit common issues that are unique to your organization so the next admin has it easier  Careful not to flood your inbox with warnings  Management can have a dashboard with colors, give it to them!  Ambiguous error messages are a thing of the past 7 Key Points to Take Home
  46. 46. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 46 • Planetlotus.org – 150+ Lotus/ICS Bloggers • DDM: If You Only Knew What Your Server Was Saying by Keith Brooks • IBM Wiki Domino 9.0.1  http://www- 01.ibm.com/support/knowledgecenter/SSKTMJ_9.0.1/admin/admn_dominodo mainmonitoring_c.dita  Philip Monson, Thomas Gumz, Frank Nostrame, Leah Busque, “Lotus Domino Domain Monitoring” (IBM Redbook, 2005).  http://www.redbooks.ibm.com/abstracts/redp4089.html  https://www.redbooks.ibm.com/redpapers/pdfs/redp4089.pdf See page 48 about how to work with tcp ports Resources
  47. 47. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 47 • This workshop introduces you to DDM ...Lotus Education on Demand: Domino Domain Monitoring http://www.ibm.com/support/docview.wss?uid=swg27007060 • Notes/Domino Best Practices: Domino Domain Monitoring • http://www.ibm.com/support/docview.wss?uid=swg27009312 • IBM Open Mic on DDM – For Administrators pdf • Server Console in a Notes Client http://www.preemptive.com.au/node/44 More Resources
  48. 48. Keith Brooks @LotusEvangelist Keith@vanessabrooks.comKeith Brooks @LotusEvangelist Keith@vanessabrooks.com 48 Keith Brooks @lotusevangelist keith@vanessabrooks.com Thank You

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