User Guide for IP Communications Service Monitor
Data Management and System Administration
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Data Management and System Administration

Table Of Contents

Data Management and System Administration

Managing Service Monitor Data

Backing Up and Restoring the Service Monitor Database

Changing the Password for the Service Monitor Database

Maintaining the Syslog File

Maintaining the History Log File

Managing Log Files and Enabling and Disabling Debugging

Configuring Users (ACS and Non-ACS)

Configuring Users Using Non-ACS Mode (CiscoWorks Local Login Module)

Configuring Users Using ACS Mode

Using Service Monitor in ACS Mode

Modifying CiscoWorks Roles and Privileges in Cisco Secure ACS

Starting and Stopping Service Monitor Processes

Registering Additional Service Monitors with the CiscoWorks Home Page

Using SNMP to Monitor Service Monitor

Configuring Your System for SNMP Queries

Determining the Status of Windows SNMP Service

Installing and Uninstalling Windows SNMP Service

Enabling and Disabling Windows SNMP Service

Configuring Security for SNMP Queries

Viewing the System Application MIB Log File

Changing the Hostname on the Service Monitor Server

Changing the Hostname, Rebooting the Server, and Regenerating the Certificate

Reconfiguring Service Monitor after a Hostname Change


Data Management and System Administration


This section contains the following topics:

Managing Service Monitor Data

Maintaining the Syslog File

Maintaining the History Log File

Managing Log Files and Enabling and Disabling Debugging

Configuring Users (ACS and Non-ACS)

Starting and Stopping Service Monitor Processes

Registering Additional Service Monitors with the CiscoWorks Home Page

Using SNMP to Monitor Service Monitor

Changing the Hostname on the Service Monitor Server

Managing Service Monitor Data

IP Communications Service Monitor (Service Monitor) receives and processes call metrics data from the Cisco 1040s that are registered to it. Optionally, Service Monitor archives call metrics data to files in the directory specified for that purpose at the time of installation. To enable and disable archiving, see Setting Up Service Monitor.


Note If call metrics archiving is enabled, Service Monitor creates one data file per day, starting the new file at midnight. Service Monitor neither backs up nor deletes these files.


When archiving is enabled, you should:

Back up the Service Monitor data files using the same method you use to back up your file system. (Common Services backs up the Service Monitor database only and does not include Service Monitor data files.)

Determine when to remove older data files from the server and delete them.

Backing Up and Restoring the Service Monitor Database

The Service Monitor database stores information about Cisco 1040 configuration. To perform an immediate backup or a scheduled backup of the Service Monitor database, from the CiscoWorks home page in the Common Services pane, select Server > Admin > Backup, click Help, and follow the instructions.

To restore data, Common Services provides a command line script. To locate instructions, from the CiscoWorks home page in the Common Services pane, select Server > Admin > Backup, click Help, and click the Help link to the Restoring Data topic.

To restore the Service Monitor database you need to know the backup directory structure including the suite name, which is qovr:

Format—/generation_number/suite[/directory]/filename

Example—/1/qovr/qovr.db

The backup directory structure is described in Table 2-1.

Table 2-1 Service Monitor Backup Directory Structure 

Option
Description
Usage Notes

generationNumber

Backup number

For example, 1, 2, and 3, with 3 being the latest database backup.

suite

Application, function, or module

When you perform a backup, data for all suites is backed up. The CiscoWorks Common Services suite is cmf. The Service Monitor application suite is qovr.

directory

What is being stored

Suite applications (if applicable).

filename

Specific file that has been backed up

Files include database (.db).

For Service Monitor, the following file is listed directly under generationNumber/suite:

qovr.db


Changing the Password for the Service Monitor Database

Common Services provides a command line script to change database passwords including the password for qovr.db. To locate instructions, from the CiscoWorks home page, click Help and search for database password.

Maintaining the Syslog File

If the syslog file becomes too big, Service Monitor stops processing messages. Therefore, it's important to check the size of the file and to delete it when it becomes too large.


Step 1 At the command prompt on the Service Monitor server, stop the syslog service and the daemon manager by entering the following commands:

net stop crmlog 
net stop crmdmgtd

Step 2 Delete the syslog.log file. Normally, this file is found in:

NMSROOT\log\syslog.log


Note NMSROOT is the directory where CiscoWorks is installed on your system. If you selected the default directory during installation, it is C:\Program Files\CSCOpx.


Step 3 Restart the syslog service and daemon manager by entering the following commands:

net start crmlog
net start crmdmgdt


Maintaining the History Log File

The history log file, ServiceMonitorHistory.log, contains records of Cisco 1040 events such as Cisco 1040 reset, configuration update, and errors. The history log file accumulates records and grows in size. If the file becomes too large, you should rename it to enable Service Monitor to start a fresh history log file.


Note Common Services backup does not back up the history log file. If you want to back it up, use the same method you use to back up your file system.


Managing Log Files and Enabling and Disabling Debugging

This information is provided for troubleshooting purposes. Service Monitor log files are located in the NMSROOT\log\qovr directory:

ProbeMgr.log—Contains Cisco 1040 communication.

QovrUI.log—Contains Service Monitor user interface actions.

Trapgen.log—Archiving.


Note NMSROOT is the folder where Service Monitor is installed on the server. If you selected the default directory during installation, it is C:\Program Files\CSCOpx.


Use this procedure to increase or decrease the type—and quantity—of messages written to log files.


Step 1 From the Service Monitor home page, select Logging. The Logging: Level Configuration page appears.


Note You cannot disable logging. Service Monitor always writes error and fatal messages to application log files.


Step 2 For each Service Monitor functional module, the Error check box is always selected; you cannot deselect it.

To set all modules to Error, which is the default logging level:

a. Click the Default button. A confirmation page is displayed.

b. Click OK.

To change the logging level for individual modules:

a. For each module that you want to change, select one (or deselect all) of the following logging levels:

Warning—Log error messages and warning messages

Informational—Log error, warning, and informational messages

Debug—Log error, warning, informational, and debug message


Note Deselecting all check boxes for a module returns it to Error, the default logging level.


b. Review your changes. To cancel your changes, click the Cancel button. Otherwise, click the Apply button. Clicking the Apply button starts immediately resetting the changed logging levels for the Service Monitor functional modules.


For information about changing the logging level for the system application MIB, see Viewing the System Application MIB Log File.

Configuring Users (ACS and Non-ACS)

The CiscoWorks server provides the mechanism for authenticating and authorizing users for CiscoWorks applications. What users can see and do is determined by their user role. The CiscoWorks server provides two different mechanisms or modes for authenticating users for CiscoWorks applications:

Non-ACS—You select a supported login module to provide authentication and authorization. By default, the CiscoWorks server uses the CiscoWorks Local login module. Using the CiscoWorks Local login module, CiscoWorks assigns roles, along with privileges associated with those roles, as described in the Common Services Permission Report. (You can generate a Permission Report from the Common Services home page by selecting Server > Reports > Permission Report and clicking Help.) For more information, refer to Configuring Users Using Non-ACS Mode (CiscoWorks Local Login Module).

ACS—In ACS mode, authentication and authorization is provided by Cisco Secure Access Control Server (ACS). Cisco Secure ACS specifies the privileges associated with roles; however, Cisco Secure ACS also enables you to perform device-based filtering, so that users only see authorized devices. To use ACS mode, Cisco Secure ACS must be installed on your network and Service Monitor must be registered with Cisco Secure ACS. For more information, refer to Configuring Users Using ACS Mode.

If Operations Manager uses ACS mode for authentication and authorization and Service Monitor is running on the same system, Service Monitor must also use ACS mode; otherwise, Service Monitor users will not have any permissions.

Configuring Users Using Non-ACS Mode (CiscoWorks Local Login Module)

To add a user and specify their user role using CiscoWorks Local login module, select Administration > Add Users. After the Common Services Local User Setup window opens, click the Help button for information on the configuration steps.

Use the CiscoWorks Permission Report to understand how each user role relates to tasks in Service Monitor. From the CiscoWorks home page, select Common Services > Server >  Reports > Permission Report > Generate Report and scroll down until you find IP Communications Service Monitor

Configuring Users Using ACS Mode

To use ACS mode for authentication and authorization, Cisco Secure ACS must be installed on your network and Service Monitor must be registered with Cisco Secure ACS.


Step 1 Verify the CiscoWorks server AAA mode. From the Common Services home page, select Server > Security > AAA Mode Setup and check which Type radio button is selected: ACS or Non-ACS.

Step 2 Verify whether Service Monitor is registered with Cisco Secure ACS (if ACS is selected) by checking the Cisco Secure ACS server.

Step 3 To modify ACS roles:

Refer to the Cisco Secure ACS online help (on the Cisco Secure ACS server) for information on modifying roles.

Refer to the Common Services online help for information on the implications of Cisco Secure ACS on the DCR (specifically, role dependencies).


Note If you modify Service Monitor roles using Cisco Secure ACS, your changes will be propagated to all other instances of Service Monitor that are using Common Services servers that are registered with the same Cisco Secure ACS server.



Using Service Monitor in ACS Mode

Before performing any tasks that are mentioned here, you must ensure that you have successfully completed configuring Cisco Secure ACS with the CiscoWorks server. If you have installed Service Monitor after configuring the CiscoWorks Login Module to the ACS mode, then Service Monitor users are not granted any permissions. However, the Service Monitor application is registered to Cisco Secure ACS.


Note The System Identity Setup user that is defined in the CiscoWorks server must be added to the Cisco Secure ACS, and this user must have Network Administrator privilege.


CiscoWorks login modules enabled you to add new users using a source of authentication other than the native CiscoWorks server mechanism (that is, the CiscoWorks Local login module). You can use the Cisco Secure ACS services for this purpose.

By default, the CiscoWorks server authentication scheme has five roles in the ACS mode. They are listed here from least privileged to most privileged:

Help Desk

User with this role has the privileges to access network status information from the persisted data. User does not have the privilege to contact any device or schedule a job that will reach the network.

Example: View details for Cisco 1040, setup, and default configuration. (Cannot perform modifications.)

Approver

User with this role does not have any privileges.

Network Operator

User with this role has the privilege to perform all tasks that involve collecting data from the network. User does not have write access on the network.

Example: Set up Service Monitor, add, modify, delete Cisco 1040s.

Network Administrator

User with this role has the privilege to change the network. User can also perform Network Operator tasks.

Example: Same as Network Operator.

System Administrator

User with this role has the privilege to perform all CiscoWorks system administration tasks. See the Permission Report from CiscoWorks home page (Common Services > Server > Reports > Permission Report).

Example: Enable and disable debugging; set logging level.


Cisco Secure ACS allows you to modify the privileges to these roles. You can also create custom roles and privileges that help you customize Common Services client applications to best suit your business workflow and needs. To modify the default CiscoWorks privileges, see Cisco Secure ACS online help. (On Cisco Secure ACS, click Online Documentation > Shared Profile Components > Command Authorization Sets.)

Modifying CiscoWorks Roles and Privileges in Cisco Secure ACS

If another instance of Service Monitor is registered with the same Cisco Secure ACS, your instance of Service Monitor will inherit those role settings. Furthermore, any changes you make to Service Monitor roles will be propagated to other instances of Service Monitor through Cisco Secure ACS. If you reinstall Service Monitor, your Cisco Secure ACS settings will automatically be applied upon Service Monitor restart.


Step 1 Select Shared Profile Components > IP Communication Service Monitor and click the Service Monitor roles that you want to modify.

Step 2 Select or deselect any of the Service Monitor tasks that suit your business workflow and needs.

Step 3 Click Submit.


Starting and Stopping Service Monitor Processes

To start and stop Service Monitor processes, from the CiscoWorks home page in the Common Services pane, select Server > Admin > Processes and click Help for instructions. Table 2-2 provides a complete list of Service Monitor-related CiscoWorks processes.

Table 2-2 Service Monitor-Related CiscoWorks Processes 

Name
Description
Dependency

QOVR

Service Monitor server.

QOVRDbMonitor

QOVRDbMonitor

Service Monitor database monitor.

QOVRDbEngine

QOVRDbEngine

Service Monitor database.

QOVRMultiProcLogger

Service Monitor process logging.


Registering Additional Service Monitors with the CiscoWorks Home Page

If you would like to register additional Service Monitors so that they appear on the CiscoWorks home page, you can do so. There is no limit to the number of Service Monitors you can register; the CiscoWorks home page is simply a portal for the different applications. The local Service Monitor name is always listed first on the CiscoWorks home page.

If you have multiple instances of Service Monitor on your home page, you can always map a Service Monitor instance to its Common Services instance by the server hostname (Service Monitor@server, CS@server).


Note When you launch a remote version of Service Monitor, CiscoWorks will prompt you to reauthenticate yourself.



Step 1 From the Common Services home page, select Home Page > Application Registration. The Application Registration Status page appears.

Step 2 Click Registration. The Registration Location page opens.

Step 3 Select the Import from Other Servers radio button, and click Next. The Import Server's Attributes page opens.

Step 4 In the Import Server's Attributes page, enter the following information:

Server Name—Host name or IP address.

Server Display Name—A user-specified name that will be displayed on the CiscoWorks home page, and as the Service Monitor home page title when you select that Service Monitor instance.

Port—1741.

Step 5 Click Next. CiscoWorks verifies that the remote server is reachable.


When you select the new Service Monitor server instance from the CiscoWorks home page, you will have to authenticate by entering a user name and password for the remote host.

Using SNMP to Monitor Service Monitor

Service Monitor supports the system application MIB. This support enables you to monitor Service Monitor using a third-party SNMP management tool, so that you can:

Consistently monitor multiple platforms—One platform on which Service Monitor resides and one or more on which applications in the CiscoWorks IP Communications Management Suite reside.

Assess the application health using the system application MIB, which provides the following information:

Applications that Service Monitor installed.

Processes associated with applications and current process status.

Processes that ran previously and application exit state.

For MIB implementation details and sample MIB walk, see Appendix C, "Service Monitor Support for SNMP MIBs."


Note You cannot uninstall the MIB support; however, you can stop Windows SNMP service and set the startup type to either Manual or Disabled. See Enabling and Disabling Windows SNMP Service.


Configuring Your System for SNMP Queries

To enable SNMP queries, SNMP service must be installed and enabled.


Step 1 Verify that SNMP service is installed and enabled on the server where Service Monitor is installed. See Determining the Status of Windows SNMP Service.

Step 2 If you determined that SNMP service was not installed, install Windows SNMP Service; see Installing and Uninstalling Windows SNMP Service.


Determining the Status of Windows SNMP Service

Windows SNMP service is a Windows component that you can add or remove when you want to. To enable SNMP queries against the MIB that Service Monitor supports, SNMP service must be installed and enabled. You can verify the status of Windows SNMP service as follows.


Step 1 Open the Windows administrative tool Services window.

Step 2 Verify the following:

SNMP Service is displayed on the Windows administrative tool Services window; if so, Windows SNMP service is installed.


Note To install Windows SNMP service, see Installing and Uninstalling Windows SNMP Service.


SNMP Service startup type is Automatic or Manual; if so, Windows SNMP service is enabled.


Note To enable Windows SNMP service, see Enabling and Disabling Windows SNMP Service.



Installing and Uninstalling Windows SNMP Service

Windows online help provides instructions for adding and removing Windows components, such as Windows SNMP service. To locate the instructions, try selecting the Index tab in Windows online help and entering a keyword or phrase, such as installing SNMP service.

To uninstall Windows SNMP service, follow instructions in Windows help for removing Windows components.

Enabling and Disabling Windows SNMP Service

You can enable or disable Windows SNMP service using the Windows administrative tool Services. For instructions to open the Services window, see Windows online help.


Step 1 Locate SNMP Service in the Services window. The status and startup type are displayed.


Note If SNMP Service is not displayed, Windows SNMP service is not installed; see Installing and Uninstalling Windows SNMP Service.


Step 2 Right-click SNMP Service and select Properties. The SNMP Service Properties window opens:

To disable SNMP service, set Startup Type to Disable and click OK.

To enable SNMP service, set Startup Type to Automatic or Manual and click OK.


Note To start SNMP service after you enable it, right-click SNMP Service and select Start.



Configuring Security for SNMP Queries

To improve security, the SNMP set operation is not allowed on any object ID (OID). You should also modify the credentials for SNMP service to not use a default or well-known community string.


Note You do not need to restart SNMP service to modify credentials for it.


You can modify SNMP service credentials using the Windows administrative tool Services.


Step 1 Locate SNMP Service in the Services window

Step 2 Right-click SNMP Service and select Properties. The SNMP Service Properties window opens.

Step 3 Select the Security tab.

Step 4 Edit the accepted community names and click OK.


Viewing the System Application MIB Log File

The system application MIB log file, SysAppl.log, is located on the server where Service Monitor is installed in NMSROOT\log.


Note NMSROOT is the directory where CiscoWorks is installed on your system. If you selected the default directory during installation, it is C:\Program Files\CSCOpx.


Changing the Hostname on the Service Monitor Server

To change the hostname for the Service Monitor server, you must update several files, reboot the server, and regenerate the self-signed security certificate. Afterward, you must update the configuration on Service Monitor.

Changing the Hostname, Rebooting the Server, and Regenerating the Certificate


Note You will reboot the server twice during this procedure. You will also stop the CiscoWorks daemon manager and syslog manager to perform some steps.



Step 1 Change the hostname on the server as follows:

a. Stop the CiscoWorks daemon manager by entering the following command:

net stop crmdmgtd

b. Change the hostname at My Computer > Properties > Computer Name > Change.

c. Prevent the daemon manager and syslog manager services from restarting after reboot. From Control panel, or from Start, open Services and change the startup mode to Manual for both of these services:

CW2000 Daemon Manager

CWCS syslog service

d. Reboot the server.

Step 2 Change the hostname in the md.properties file (NMSROOT\lib\classpath\md.properties).


Note NMSROOT is the directory where you installed Service Monitor. If you selected the default, it is C:\Program Files\CSCOpx.


Step 3 Change the hostname in the following registry entries:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet.

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco\Resource Manager.


Note Look for all the instances of the old hostname under these registry entries, and replace them with the new hostname.


Step 4 Change the hostname in these files:

regdaemon.xml (NMSROOT\MDC\etc\regdaemon.xml):

Note the old hostname. You will need it to complete Step 5.

Enter the new hostname in uppercase.

web.xml (NMSROOT\MDC\tomcat\webapps\classic\WEB-INF\web.xml).

Step 5 Create a file, NMSROOT\conf\cmic\changehostname.info, containing the old hostname and new hostname in uppercase in the following format:

OLDHOSTNAME:NEWHOSTNAME


Note Hostnames in this file are case-sensitive; they must be entered in uppercase; the new hostname must exactly match the hostname entered in regdaemon.xml.


Step 6 Delete the gatekeeper.ior file from this directory:

NMSROOT\www\classpath

Step 7 If Service Monitor alone is installed on the server, skip to Step 8. If Service Monitor is installed on the same server with Operations Manager, change all occurrences of the old hostname in the following files:

NMSROOT\objects\vhmsmarts\local\conf\runcmd_env.sh

NMSROOT\conf\dfm\Broker.info

Step 8 If you do not know the password for the cmf database, reset the password as follows:

a. Open a Command Prompt and go to NMSROOT\bin.

b. Enter the following command:

perl dbpasswd.pl dsn=cmf npwd=newpassword

where newpassword is the new password.


Note Remember this password. You will need it to complete Step 9.


Step 9 To ensure that devices added before you changed the hostname are properly classified in Device Center, enter the following command:

dbisqlc -c "uid=cmfDBA;pwd=dbpassword;eng=cmfEng;dsn=cmf;dbf=NMSROOT\databases\cmf\cmf.db" 
-q update PIDM_app_device_map SET app_hostname=`NewhostName' where 
app_hostname=`OldhostName'

where:

dbpassword is the Common Services database password.

NMSROOT is the directory where you installed Service Monitor.

NewhostName is the new hostname.

OldhostName is the old hostname.

Step 10 From the Control panel, or from Start, open Services and change the startup mode to Automatic for both of these services:

CW2000 Daemon Manager

CWCS syslog service

Step 11 Reboot the server.

Step 12 Replace the old hostname with the new hostname in the self-signed security certificate and regenerate it:

a. Select Common Services > Server > Security > Certificate Setup.

b. For more information, click Help.

Step 13 Reconfigure Service Monitor. See Reconfiguring Service Monitor after a Hostname Change.


Reconfiguring Service Monitor after a Hostname Change

You must complete this procedure after you complete the procedure Changing the Hostname, Rebooting the Server, and Regenerating the Certificate.


Step 1 Change the IP address or hostname in each of the following configuration files:

The default configuration file—See Editing the Default Configuration (Automatic Registration).

The specific configuration file for each Cisco 1040 managed by the Service Monitor—See Editing the Configuration for a Specific Cisco 1040.

Step 2 Copy the updated configuration files from the Service Monitor server to the TFTP server. See Copying Image and Configuration Files to the TFTP Server.

Step 3 Reset the Cisco 1040s. See Resetting a Cisco 1040.

Step 4 If Service Monitor is configured to send traps to Operations Manager:

If Operations Manager is installed on the same server as Service Monitor, set up Service Monitor to send traps to the new hostname or IP address. See Setting Up Service Monitor.

If Operations Manager is installed on another server, on Operations Manager, delete the Service Monitor and add it again. For more information, see Operations Manager online help.