Viewing service health, topology, metrics, and probable cause analysis

As an operator, you can view the service details and perform probable cause analysis of the impacted services.

To view the details of a service

  1. In the BMC Helix AIOps console, do one of the following actions to view the service details page:
    • Click the Overview tab, and from the Services widget, click any of the impacted services whose details you want to view.
    • Click Entities and on the Services page, click an individual service tile.


      • Service name, severity, incident ID associated with the service, service impact score in percentage, and the date and time when the service was last updated.
      • Top 3 impacted entities of the service. In this example, the ii_clm_bs11 service severity is Critical, and ii_clm_cs_11 is the impacted entity of this service.
      • Pie chart displaying the count of open events impacting the service. The events are categorized by event status.
      • Health score for the selected time range. Hover over a time slot to view the health score. For more information, see Service health score, impact score, and metrics.
      • Legends to indicate incidents, events, and change requests on the health timeline. Hover over an event, incident, or change request to view the details. For more information, see Incidents and mean time to resolve (MTTR).

To view the probable causes of an impacted service

  1. In the BMC Helix AIOps console, do one of the following to view the probable causes of an impacted service:
    • Click the Overview tab, and from the Services widget, click any of the impacted services whose details you want to view.
    • Click Entities and on the Services page, click an individual service tile.
  2. On the individual service page, click Probable Cause.
  3. From the Causal Nodes (% Probability), select a causal node to view the top causal events and changes for that node.
  4. Do one of the following to view the event or change request details:
    • To view the events and event details:
      1. Click Events to view top causal events. 
      2. Hover over the score to view the score calculation details for the event.
      3. Click on an event to view event details.

    • To view the change requests and details:
      1. Select Changes to view top three change requests.
      2. Hover-over the score to view the score calculation details for the change.
      3. Click on a change to view change details.

View all events or all changes

  • Click Show all events or Show all changes link to view all events or all changes for a particular causal node.
  • You can switch back to view only the top events or top changes, by clicking the Show top causal events or Show top causal changes link.

To view the service topology

  1. In the BMC Helix AIOps console, do one of the following to view the service details page:
    • Click the Overview tab, and from the Services widget, click any of the impacted services whose details you want to view.
    • Click Entities and on the Services page, click an individual service tile.
  2. Click Topology. To know how to view and understand the service topology and its components, see:
    Visualizations tools set
    Information, zoom and undo/redo controls
    Note: The impacted node and the downstream path is marked in red color. Any non-impacted node is greyed out as shown in this image.

  3. Click a node to view the node details as shown in this image.
  4. (Optional) Click on an event or change to view event details or change details.

To view the service metrics

  1. In the BMC Helix AIOps console, do one of the following to view the service details page:
    • Click the Overview tab, and from the Services widget, click any of the impacted services whose details you want to view.
    • Click Entities and on the Services page, click an individual service tile.
  2. Click Metrics to view the metrics of top impacted events. Based on the metric data and its trend, you can take action to resolve the issue. For more information, see Service health score, impact score, and metrics.


Visualizations tools set

The following table lists the options you can use to manipulate a visualization and perform modeling tasks.

The visualization views show a dynamic, pictorial view of the relevant part of your IT infrastructure and services, focusing on software and communication between items of software and shows some details of the hosts and load balancers involved.

Note

Visualizations are supported for modern, standards-compliant web browsers only. The view works best in recent versions of Google Chrome and Mozilla Firefox, and Microsoft Edge. See Supported browsers for more information.

Click Topology to view the visualization.

When you view a single node or multiple node groups, a Visualize / Model button is shown.

  • Make the visualization occupy the full browser window by clicking the maximize icon in the top right corner. Exit full window mode by clicking the minimize icon in the top right corner
  • You can manipulate the image using the tools provided. For more information, see the visualizations tool set.


Topology view tools set

The following table lists the options you can use to manipulate a visualization and perform modeling tasks.

When you have saved the model, you can also export a model definition. Exported model definitions can be imported using the Model > Services & Applications page.

Icon Description

Drag and select modes

  

Toggles the mode in which the visualization can be displayed.

Use the mouse scroll wheel to zoom in and out, and drag on the background to move around. On a touch device, pinch to zoom. Double-click inside the view to recenter and zoom the display to fit the window.

 
Drag mode

Drag the background to move the whole diagram. Drag individual icons to rearrange the view.


Select mode
  • Click a node to select it alone. Previously selected nodes are deselected.
  • Shift-click a node to add it to previously selected nodes.
  • Control-click a node to deselect an icon where multiple icons are selected.
  • Click the background and drag around nodes to lasso-select a group of nodes.
  • Hold Shift while dragging the background to add to the current selection with a lasso-select.
  • Hold Control while dragging the background to remove from the current selection with a lasso-select.


Display


   
   

Enables you to change the following:

  • Focus of the visualization
  • Background shading to indicate locations and cloud regions
  • Indicators and labels for model definitions and manual groups

Focus

Enables you to change between the Visualize - Software - ConnectedVisualize - Software, and the Visualize - Infrastructure views. In each view, the node that represents the object you are looking at is highlighted. Click a node to view its details panel.


Software - Connected

The Software-Connected view focuses on software and communication between items of software and shows some details of the hosts and load balancers involved.

 

Software

In the Software focus, the node that represents the object you are looking at is highlighted. The Software view focuses on software and communication between items of software running on a host, and is particularly useful for understanding what is running on a host.


Infrastructure

In the Infrastructure focus, the node that represents the object you are looking at is highlighted. The Infrastructure view focuses on the connectivity to network and storage components. It shows the switches a host is connected to, underlying storage for host filesystems, VMs on VM servers, or if the given host is a VM, the server on which it is hosted.

Model Definitions and Manual Groups

Provides options for viewing information node membership of manual groups and model definitions. When you choose to show indicators or labels, the Groups icon is displayed next to the help icon in the top right of the visualization. Click this to see a key to reconcile labels, indicators and groups.


Do not show
Do not show any group or model definition labels or indicators.  

Show indicators

Show indicators. Indicators are small color-coded shapes next to the node icon, a different colored one for each group. Model definitions are shown as triangles; manual groups are shown as circles. Hover the mouse pointer over an indicator to see the name of the model definition or group.


Show labels
 Show colored labels containing the group name.


Layout

  

 

     

Displays the ways in which the object nodes can be arranged. Once a layout has been calculated, you can further manipulate the view by dragging nodes, and by expanding and collapsing collections. Choosing the same layout again recalculates the layout, and can lead to a clearer view.

The following options are available under Layout:

Layout

Provides options for laying out the nodes. Experimenting with the layouts can reveal structure in the model.


Force-directed
Spreads nodes using a balance of attracting and repelling forces.


Impact

Shows impacting nodes at lower levels on the view than impacted nodes. For example, a host container impacts a contained host, which impacts a software instance. Arrows on the view show the direction of impact. When you select and use the Impact layout, arrow controls are provided that enable you to select the direction of impact.

Impact direction

  • Place the impacted node at the top. Impact direction is to the top.
  • Place the impacted node at the right. Impact direction is to the right.
  • Place the impacted node at the bottom. Impact direction is to the bottom.
  • Place the impacted node at the left. Impact direction is to the left.

Root at top
Arranges nodes into a tree view with a root node at the top.

Relationship routing

Provides graphical options for routing the relationships between nodes.


Direct
Gently curved lines link nodes. The nodes are arranged for clarity, subject to the selected layout.

Orthogonal
Lines link nodes using horizontal and vertical section joined by right angle curves.

Avoid nodes
Straight lines link nodes where possible. The lines are curved to avoid crossing nodes.

Choose the node kinds to show. Select the node kinds to show or hide from the list of node kinds shown in the model. Depending on the application that you are modeling, you may see the structure more clearly by hiding certain nodes such as hosts.

   

You can export or print the current view for review at any stage. The images are produced without the associated tools and menus.

When you have saved the model you can export it as a model definition

Print Visualization

To print an image of the current view, click Print Visualization and select a paper size from the drop-down list. The browser print dialog is displayed. You must choose the same paper size in the print dialog.


 

Export as SVG

To export an SVG image of the current view, click Export and choose SVG.

Export as PNG

To export a PNG image of the current view, click Export and choose PNG.


Information, zoom and undo/redo controls 

Information, zoom and undo/redo controls are provided at the top right of the screen.

IconDescription

Undo/Redo

Enables you to undo or redo recent operations. Where no operation can be undone, the undo icon is disabled. Where no operation can be redone, the redo icon is disabled.

Using the keyboard, Control-Z is undo; Control-Y is redo.

When you save removal rules, the Undo/Redo queue is cleared.


Models and Groups
Provides information on any application models and manual groups to which nodes in the view belong. The Models and Groups icon is only displayed when show indicators or show labels is selected.


Key

Shows a key for the symbols used in views.

Zoom slider

Click + to zoom in and - to zoom out. Or drag the slider up or down respectively.

The mouse scroll-wheel can be used to zoom in and out.


To zoom using the keyboard, press '+' or '=' to zoom in, and '-' to zoom out.


Zoom to fit

Click the zoom to fit control to fit the image to the window.

Context sensitive menu options

The following options are available from the context sensitive menu, accessed by right-clicking in the visualization window.

Menu option

Description

Stop layout updates

Prevents any further layout updates. Sometimes with a large or complex model, the layout may take a long time to stabilize. Select this option to stop the updates.

Select all

Selects all nodes in the view.

Clear selection

Deselects all selected nodes.

Invert selection

Inverts the current selection. Nodes previously not selected are selected, and the reverse.

Undo action

For example, Undo extend model. If you have performed an action, undo it and return to the previous state. You can also use the Undo arrow at the top right of the visualization, or via the keyboard with Control-Z.

Redo actionIf you have undone an action, redo it. You can also use the Redo arrow at the top right of the visualization, or via the keyboard with Control-Y.
Select nodeSelect a selected node. Available when right-clicking a node that is not selected.
Deselect nodeDeselect a selected node. Available when right-clicking a selected node.
Add to selectionAdd the node to the current selection. Available when right-clicking a node which is not currently selected.

Show impact flow /
Show selection impact flow

Shows the impact flow into and from the selected node. Nodes whose outage would affect the selected node, and nodes that would be affected by an outage of the selected node are highlighted by dimming other connections. The arrows show the direction of impact. Also operates on multiple node selections (Show selection impact flow).

See Impact flow for an illustration of the use of the impact flow controls.

Show outgoing impacts /
Show selection outgoing impacts

Shows the impact flow from the selected node. Nodes that would be affected by an outage of the selected node are highlighted by dimming other connections. The arrows show the direction of impact. Also operates on multiple node selections (Show selection outgoing impacts).

Show incoming impacts /
Show selection incoming impacts

Shows the impact flow into the selected node. Nodes whose outage would affect the selected node are highlighted by dimming other connections. The arrows show the direction of impact. Also operates on multiple node selections (Show selection incoming impacts).

Keep only impact flowThe nodes and relationships that are not highlighted are discarded from the visualization.
Clear impact displayClears the highlighting to show the rest of the visualization,

Expand collection

A collection is an automatically created group of closely related items. Expand collection expands the selected collection so that the individual nodes are visible in the view. The nodes from the expanded collection are highlighted. You can see what is contained in the collection using Preview collection.

Collapse back into collectionCollapses the nodes from an expanded collection back into the collection. Available when right-clicking a node that was expanded from a collection.
Hide highlighting of collectionHides the highlighting of the named expanded collection.

Hide all highlighting

Hides all highlighting that shows the nodes from an expanded collection.

Remove link

Deletes the selected link. Available when you right-click a link between two nodes.

Impact flow

The show impact flow controls enable you to visualize the root causes of outages and understand outage chains by highlighting the impact flow into or from a selected node. The following sequence of screenshots demonstrates the impact flow controls.


DescriptionExample
1A visualization.

2Select a node

3Right click and select Show selection impact flow.

4The visualization now shows upstream and downstream impacts.

5Right click and select Show selection outgoing impacts.

6The visualization now shows outgoing (downstream) impacts.

7Right click and select Show selection incoming impacts.

8The visualization now shows incoming (upstream) impacts.

9Right click and select Show selection impact flow.

10Right click and select Keep only impact flow.

11The other nodes and relationships are discarded from the visualization leaving only the upstream and downstream impacts.


Keyboard Controls

The following keyboard controls are available when manipulating the visualizations:

Key

Description

+

=

Zoom in

-Zoom out
Escape

In select mode, return to drag mode

When viewing the context menu, close the menu

When viewing a dialog, close the dialog

Control-ZUndo the previous action
Control-YRedo the previous action
 

 

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