Operations Guide SAP Convergent Charging (SAP CC 5.0)

Transcription

1 Operations Guide SAP Convergent Charging (SAP CC 5.0) Target Audience Operation Team Experts Technology Consultants Application Administrators System Administrators Support Specialists PUBLIC Document version: 1.3 November 2018

2 November 2018 PUBLIC 2 /233

3 Document History CAUTION Before you start your production operations, make sure that you have the latest version of this SAP product document in user assistance deliverables. You can find the latest version on SAP Help Portal at the following location: Operations. help.sap.com/cc50 Operations The following table provides an overview of the most important document changes: Version Date Description 1.0 May 2017 Initial document version (SAP CC 5.0 SP 0) 1.1 November 2017 First maintenance revision (as of Support Package 1) 1.2 May 2018 Second maintenance revision (as of SP 2) 1.3 November 2018 Maintenance revision (as of SP 3) November 2018 PUBLIC 3 /233

4 Table of Contents DOCUMENT HISTORY... 3 TABLE OF CONTENTS INTRODUCTION... 9 Target Audience About This Document Supportability What s New in This Document What s New in SP What s New in SP What s New in SP What s New in SP Document Abbreviations BEFORE YOU START Global Definitions Fundamental User Assistance Product Documentation Set Important SAP Notes CA APM Introscope 9.x SAP Solution Manager SAP JVM DBA Cockpit Additional Information TECHNICAL SYSTEM LANDSCAPE Software Component Matrix Java Components Related Documentation System Landscape Directory (SLD) SAP Solution Manager for SAP CC Infrastructures of SAP Solution Manager Application Operations Work Centers Used for SAP CC Monitoring and Alerting Root Cause Analysis Related Information CA Introscope for SAP CC Features CA Introscope in SAP Solution Manager CA Introscope Components Management Module for SAP CC Technical Operations for SAP CC Related Information SAP Management Console November 2018 PUBLIC 4 /233

5 4 MONITORING OF SAP CC Monitoring Installation and Setup Component Specific Monitoring Monitoring Technical Monitoring Performance Monitoring Alert Monitoring Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later Implementation in Your SAP CC Landscape Working with the Technical Monitoring Work Center in SAP Solution Manager Technical Monitoring Using CA Introscope for SAP Implementation in Your SAP CC Landscape Manual Monitoring with CA Introscope CA IS Workstation User Interface CA IS WebView User Interface Manual Monitoring Database Monitoring Related Information Error and Process Monitoring SAP Solution Manager Business Monitoring with BART Tool of SAP CC Offline Charging Scenario Variant Monitoring of SAP Java Components Java Monitoring and Management Detailed Monitoring and Tools for Problem and Performance Analysis Log and Trace Files in your System Landscape Log and Trace Files in SAP CC Files of the SAP CC Core Server System Log Files of the Java Garbage Collection Technical Operations Files of the Other SAP CC Systems Files of the Graphical User Interfaces Log Files of Java Web Server Further Information Error Files of SAP CC Useful Errors and Error Code List Further Information Monitoring SAP Notes MANAGEMENT OF SAP CC Starting and Stopping Launch Tools for SAP CC Start and Stop Sequence Related Documentation Software Configuration Configuration Files Administration Tools Backup and Restore Backup and Restore Strategy General Recommendations November 2018 PUBLIC 5 /233

6 Detailed Backup and Restore Operating System, Software and Configuration Data Database for SAP CC SAP CC 5.0 Third-Party Components Further Information Periodic Tasks Automated Periodic Tasks Required Manual Periodic Tasks Detailed Periodic Tasks Load Balancing Detailed Load Balancing Setup Change Troubleshooting User Management Management of Outdated Technical Data Potential Outdated Technical Data Log Files Administration: System Audit and Control Viewing System Information Viewing the System Configuration Settings Viewing Log Messages Viewing System Usage and Customer Usage Viewing Audited Users Operations Viewing Data Object Changes Viewing License Auditing Reports Viewing Traces Viewing Processing Thread Dumps Viewing Java Thread Dumps HIGH AVAILABILITY Downtimes Planned Downtimes Unplanned Downtimes Single Point of Failure High Availability in SAP CC PURGING AND ARCHIVING Data Purging and Archiving Detailed Purge and Archive in Core Database Core Server and Core Database Archiving and Purging Audit Data Archiving and Purging Usage Metrics Detailed Purge and Archive in BART Database BART Server and BART Database Archiving Logs SOFTWARE CHANGE MANAGEMENT Software Maintenance One-Off Maintenance SAP CC Software Units Regular Maintenance November 2018 PUBLIC 6 /233

7 BillSoft EZTaz Technology Monthly Update Maintenance Support Package and Patch Implementation SAP Notes Support Package Downloads Implementation Plan Planning the Software Maintenance Testing and Validating the Technical Implementation Determining the Minimal Production Landscape Preparing the Core Server Systems Preparing the Back-End Database Systems Updating the Server Systems Updating the Client Applications Based on the Java Libraries Updating the Graphical User Interfaces and the IEC Application Updating the Cockpit Applications Post Processing TROUBLESHOOTING OF SAP CC Getting Assistance Development and Integration Troubleshooting Technical Configuration Troubleshooting Business Configuration Troubleshooting Component Troubleshooting Log Troubleshooting Performance Troubleshooting Root Cause Analysis and Exception Management in SAP Solution Manager Working with the Root Cause Analysis Work Center in SAP Solution Manager Troubleshooting and Root Cause Analysis Using CA Introscope for SAP Troubleshooting Using CA IS Workstation Console and Investigator Working with Investigator Problem Determination System Troubleshooting Troubleshooting and Performance Analysis User Interfaces Troubleshooting Problems with the User Interfaces Troubleshooting of Core Tool Troubleshooting of Admin+ and BART Advanced Troubleshooting: Tracing Tools Working with Traces in the Core Server System Working with Business Process Tracing Working with End-To-End Tracing Working with Performance Traces Traces in BART Server System Diameter Server System Traces in Graphical User Interfaces Traces in IEC Applications Advanced Troubleshooting: Thread Dump Files Working with Thread Dump Files Errors and Exceptions Error Reason Codes Core Server Error Reason Codes (for Non-Business Errors) Exception Management November 2018 PUBLIC 7 /233

8 Detailed SAP CC 5.0 Troubleshooting SUPPORT DESK MANAGEMENT Remote Support Setup Problem Message Handover TYPOGRAPHIC CONVENTIONS ICONS COPYRIGHTS Disclaimer Documentation on SAP Help Portal November 2018 PUBLIC 8 /233

9 1 Introduction November 2018 PUBLIC 9 /233

10 Target Audience This SAP product document contains both high-level information on an application and business process level as well as very detailed technical information. It is therefore intended for the following audiences: Operations team experts Technology consultants Application administrators System administrators Support specialists November 2018 PUBLIC 10 /233

11 About This Document The Operations Guide provides a starting point to optimally maintain and run your SAP Convergent Charging software, referred to as SAP CC in this document. Designing, implementing, and running your SAP CC 5.0 systems at peak performance, around the clock, has never been more vital for your business success than now. This guide provides a starting point for managing your SAP CC 5.0 software applications and maintaining and running them optimally. It contains specific information for various tasks and lists the tools that you can use to perform them. You use this guide during the Production Operation Phase but also during the Project Implementation Phase for administering and monitoring the SAP CC system landscapes. This guide also provides references to the documentation required for these tasks, so you will sometimes also need other documents such as the Master Guide and SAP CC Application Help. See the user assistance, page [19]. This SAP product document contains the following main sections: Technical System Landscape, page [26] This section lists the software components of SAP CC 5.0 and introduces the other software applications recommended for monitoring and maintaining the landscape. Monitoring of SAP CC, page [50] This section details the monitoring and tools used for SAP CC 5.0. Some installation recommendations are provided. The trace and log files produced by the systems are also detailed in this section. Management of SAP CC, page [87] This section describes the start and stop sequences, the configuration and administration of the SAP CC 5.0 system landscape. It explains how to operate backup & restore activities, archiving activities, how to manage load balancing and high availability for the landscape. Software Change Management, page [157] This section describes the maintenance of SAP CC 5.0 server systems and how to install a patch or a Support Package (SP). It explains how to update the Taxer instances with US Telecommunication data. Troubleshooting of SAP CC, page [180] This section describes a problem determination method for root cause analysis and provides some troubleshooting cases. November 2018 PUBLIC 11 /233

12 Supportability SAP Convergent Charging 5.0 provides functions for extended supportability. These functions are intended for use by IT administrators, power users, operation team experts, and support specialists. This section describes the different support tools that are available: Feature Monitoring In this Document Describes how to monitor different aspects of the SAP CC software product, using CA Introscope for SAP and SAP Solution Manager: Information: SAP Solution Manager for SAP CC, page [31] CA Introscope for SAP CC, page [39] Operations: Technical Monitoring Using CA Introscope for SAP, page [59] Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55] Root Cause Analysis and Exception Management in SAP Solution Manager, page [186] Troubleshooting and Root Cause Analysis Using CA Introscope for SAP, page [189] Advanced Troubleshooting Describes how to locate the available support tools and how to set up a connection that enables users with remote support. Logging and Tracing: Logging and Tracing, page [71] Tracing: Advanced Troubleshooting: Tracing Tools, page [204] Working with Business Process Tracing, page [207] Working with End-To-End Tracing, page [208] Working with Performance Traces, page [210] Supportability tools based on thread dump files November 2018 PUBLIC 12 /233

13 What s New in This Document This section highlights the main changes in this SAP product document as part of your user assistance. They relate both to new or changed features in the SAP Convergent Charging 5.0 software deliveries and to documentation enhancements to enrich your SAP user experience continuously. What s New in SP 3 New names for our SAP Solution and its solution components New security level (PUBLIC) for this SAP Document As of SP 3, SAP Convergent Charging provides you with the following features: Feature in SP 3 In This Document Administration System and Data Audit Use the app Display Usage Metrics to audit some usage metrics and licenses: See: Administration: System Audit and Control [130] Technical Operations Purging and Archiving Archive and purge usage metrics: See: Purging and Archiving [145] What s New in SP 2 As of SP 2, SAP Convergent Charging provides you with the following features: Feature in SP 2 In This Document Administration System and Data Audit Use the app Display Usage Metrics to audit some usage metrics and licenses: See: Administration: System Audit and Control [130] November 2018 PUBLIC 13 /233

14 Technical Operations Purging and Archiving Archive and purge usage metrics: See: Purging and Archiving [145] What s New in SP 1 As of SP 1, SAP Convergent Charging provides you with the following features: Feature in SP 1 Administration: In This Document SAP Convergent Charging 5.0 supports SAP HANA 2. Database Monitoring, page [66] Purging and Archiving, page [145] Technical Operations Database Administration: Technical Operations Software Maintenance Manage the software maintenance of the new user interface SAP Convergent Charging Cockpit: Updating the Cockpit Applications, page [177] Before updating the Core Server system, manage two new tablespaces in the Core database: Preparing the Back-End Database Systems, page [171] Before updating a Core Server system, manage the configuration of the rater instances by increasing the SQLHELPER_CONNECTION_COUNT parameter values: Preparing the Core Server Systems, page [170] What s New in SP 0 As of SP 0, SAP Convergent Charging provides you with the following features: Feature in SP 0 In This Document November 2018 PUBLIC 14 /233

15 Administration: Technical Operations Manage the software maintenance of the new user interface SAP Convergent Charging Cockpit: Updating the Cockpit Applications, page [177] System & Software Maintenance November 2018 PUBLIC 15 /233

16 Document Abbreviations The table below shows the list of abbreviations used throughout this document. Abbreviation APM CA (Wily) CC CCMS CDR CEN CI CT EM IS JVM MC MMC RDBMS SID SLD SMD SP SPOF VAT Meaning Application Performance and Monitoring Computer Associates SAP Convergent Charging (SAP CC) Central Computing Management System Available in SAP Solution Manager Consumption Detail Record Central Monitoring System SAP Convergent Invoicing (in SAP ERP/FI-CA) SAP CC Communications Taxing Server CA APM Introscope Enterprise Manager CA APM Introscope Java Virtual Machine SAP Management Console Microsoft Management Console SAP furnishes a snap-in for the Microsoft Management Console (SAP MMC Snap- In) Relational Data Base Management System SAP system Identifier System Landscape Directory SAP Solution Manager Diagnostics Available in SAP Solution Manager Support Package Single Point of Failure Value Added Tax November 2018 PUBLIC 16 /233

17 2 Before You Start CAUTION This guide does not replace the daily operations handbooks that SAP recommends clients create for their specific production operations. November 2018 PUBLIC 17 /233

18 Global Definitions SAP Application An SAP application is an SAP software solution that serves a specific business area like ERP, CRM, PLM, SRM, SCM, CC. Business Scenario From a microeconomic perspective, a business scenario is a cycle, which consists of several different interconnected logical processes in time. Typically, a business scenario includes several company departments and involves with other business partners. From a technical point of view, a business scenario needs at least one SAP application (SAP ERP, SAP SCM, or others) for each cycle and possibly other third-party systems. A business scenario is a unit that can be implemented separately and reflects the customer s prospective course of business. Component A component is the smallest individual unit considered within the Solution Development Lifecycle; components are separately produced, delivered, installed, and maintained. November 2018 PUBLIC 18 /233

19 Fundamental User Assistance SAP is the thought leader in providing people with the knowledge they need to deploy and use software successfully. Our user assistance is a seamless part of the attractive, simple, and enjoyable experience of using SAP software. We assist you, before you even know you need help. For a complete list of the available guides, application help, primary help, or other product documentation related to SAP Convergent Charging 5.0, see SAP Help Portal at the following location: NOTE SAP Convergent Charging is part of the SAP Solutions for revenue: SAP Billing. The end-to-end solution is based on SAP Business Suite 7i2016 or SAP S4/HANA. Consult the central solution at: wiki.hybris.com/display/ybilling Product Overview Library Refer to the O2C Integration Guide documentation for more information about the integrated features, processes, and functions provided by the SAP solution. SAP Billing is formerly known as SAP Hybris Billing or SAP Billing and Revenue Innovation Management (BRIM). Primary Help SAP CC Admin+ SAP CC BART+ SAP CC BART Setup Tool SAP CC BART Tool SAP CC CAT Tool SAP CC Cockpit SAP CC Config Tool SAP CC Core Tool SAP CC HTTP Client SAP CC Import/Export Connector (IEC) SAP CC Message Client SAP CC Setup Tool SAP CC Application Help Application Help Scope and Feature Description Architecture Master Data Pricing catalog of the digital service Customer Master Data Processes and Functions Guides SAP CC Configuration Guide SAP CC Installation Guide SAP CC Master Guide SAP CC Operations Guide References SAP CC Database References SAP CC Error Code Reference SAP CC Java/XML API References November 2018 PUBLIC 19 /233

20 SAP CC Release and Information Note (RIN) SAP CC Security Guide SAP CC Sizing Guidelines SAP CC Tuning Guide SAP CC Transition Guide (Offline Charging in SAP CI) SAP CC Upgrade Guide SAP CC Log Message Reference and Error Troubleshooting SAP CC Metric Reference and Performance Troubleshooting SAP CC Notification Reference SAP CC System Parameter Reference SAP CC Web Services Documentation Product Documentation Set The documentation set of SAP Convergent Charging 5.0 includes the following SAP documents: Admin+ Application Help BART+ BART Setup Tool BART Tool CAT Tool Cockpit Config Tool Configuration Guide Core Tool Logic Component Reference Database References (Core Database, BART Database, Session Database, IEC Database) Error Code Reference HTTP Client Import/Export Connector (IEC) Installation Guide Java/XML API References (Core Library, BART Library, IEC Library) Log Message Reference and Error Troubleshooting Master Guide Message Client Metric Reference and Performance Troubleshooting Notification Reference Operations Guide Release Information Note (RIN) of SAP CC 5.0 Release Restriction Note of SAP CC 5.0 Security Guide Setup Tool November 2018 PUBLIC 20 /233

21 Sizing Guidelines System Parameter Reference Transition Guide (Offline Charging in SAP CI) Tuning Guide Upgrade Guide Web Services Documentation What's New in SAP CC SP 0 What's New in SAP CC SP 1 November 2018 PUBLIC 21 /233

22 Important SAP Notes This section summarizes the most important SAP Notes referred to in this guide. CA APM Introscope 9.x SAP Note Number Title Introscope Installation for SAP Customers This SAP Note is the central note of CA Introscope (IS) for SAP, a specialized component of SAP Solution Manager: Implementation Installation Management Modules for Introscope delivered by SAP SAP delivers some specialized Management Modules for the CA Introscope for SAP component and its Enterprise Manager (EM): Modules for CA Introscope Enterprise Manager 9.7 Modules for CA Introscope Enterprise Manager 9.5 Modules for CA Introscope Enterprise Manager NOTE This SAP Note includes the details of the predefined enhancements to CA Introscope Enterprise Manager (EM). SAP delivers these additional modules in a particular package. The package includes all the necessary Introscope Management Modules. You need the following modules for SAP CC: SAP Navigation SAP SRM CRM that includes the necessary binary files for SAP Convergent Charging November 2018 PUBLIC 22 /233

23 SAP Note Number Title CA Introscope for SAP Convergent Charging Implementation of CA Introscope for SAP Installation Configurations NOTE Introscope 9.7 Release Notes Introscope 9.5 Release Notes Introscope 9 Release Notes This SAP Note includes the necessary installation guides for SAP Convergent Charging release 5.0. Refer to the document dedicated to SAP CC 5.0 with CA Introscope 9.7 and SAP Solution Manager 7.1 as of SP SAP Extended Diagnostics by CA Wily SAP Extended Diagnostics by CA Wily contains a full reseller version of CA Introscope. SAP Solution Manager 7.1 SAP Note Number Title System Monitoring Setup for SAP Convergent Charging Implementation of System Monitoring for SAP CC in SAP Solution Manager 7.1 as central monitoring system (CEN) How to setup System Monitoring for SAP CC 4.1 system in SAP Solution Manager 7.1 SP12 and later How to setup System Monitoring for SAP CC 3.0 system in SAP Solution Manager 7.1 SP6 SAP JVM SAP Note Number Title Timezone updates for SAP JVM November 2018 PUBLIC 23 /233

24 DBA Cockpit SAP Note Number Title Database administration and monitoring using the DBA Cockpit DBA Cockpit: Connecting a remote database (Oracle) DBA Cockpit: Setup in Solution Manager for MS SQL Server DBA Cockpit: SAP HANA database as remote database SYB: Remote DB Monitoring for SAP Sybase ASE DBA Cockpit: IBM DB2 as Remote Database November 2018 PUBLIC 24 /233

25 Additional Information For more information about specific topics, see the quick links as shown in the table below: Content Monitoring SAP Solution Manager Quick Link on SAP Sites General information: Installation and operations: SAP Components SAP Solution Manager Guides Functional documentation: Application Lifecycle Management SAP Solution Manager SAP Solution Manager 7.1 Application Help SAP Library (English) for Solution Manager 7.1 SP13 Solution Manager Diagnostics General information about end-to-end Root Cause Analysis (RCA): Functional documentation: Application Lifecycle Management SAP Solution Manager SAP Solution Manager 7.1 Application Help SAP Library (English) for Solution Manager 7.1 SP13 Application Operations Root Cause Analysis & Exception Management Security Security Guides Related SAP Notes Released Platforms SAP Help Portal User assistance and product documentation of SAP CC available for each major release e November 2018 PUBLIC 25 /233

26 3 Technical System Landscape A system landscape consists of a number of hardware and software components that depend on each other with regard to installation, software update, and demands on interfaces. The system landscape contains all the SAP Systems that you have installed. It can consist of several system groups, whose SAP CC systems are linked by transport routes. These groups include the development systems (DEV), quality assurance systems (QAS), and the production systems (PRD). A separate and dedicated system landscape can be the production landscape. November 2018 PUBLIC 26 /233

27 Software Component Matrix SAP Convergent Charging 5.0 is a Java-based software. It includes several mandatory and optional components. Java Components The Java components of your SAP CC 5.0 software include several server systems and graphical user interfaces. Server Systems SAP CC 5.0 Component Description GUI Real Time (Online Charging) Core Server (multi-instance) Server system Admin. utilities Diameter Server Server system BART Server Server system Admin. utilities Rating and Charging Engine X X X Online Mediation and Credit Control (X) Offline Mediation (X) (X) Batch Mode (Offline Charging) Graphical User Interfaces SAP CC 5.0 Component - Programs Related Server System Comment Core Tool Core Tool Admin+ Cockpit Manage SAP CC System Parameters BART Tool BART Tool BART+ Core Server Core Server BART Server November 2018 PUBLIC 27 /233

28 SAP CC 5.0 Component - Programs Related Server System Comment CAT Tool Connector Administration Tool (CAT) IEC Application (not a server system) Standalone program Optional: Remote IEC (for monitoring purpose) These graphical user interfaces are fat client programs based on Java swing technology. NOTE Some console or command-line user interfaces are available for administering the server systems. They are included in the relevant components. Other Applications SAP CC 5.0 Component Description Related Server Systems IEC (Import/Export Connector) Offline Mediation Acquisition and Preparation Core Server BART Server Other (depending on implementation) JSEE and JVM For technical reasons, both SAP JVM 32-bit and SAP JVM 64-bit are installed on MS Windows Intel 64- bit hosts by the SAPinst user interface of SAP CC 5.0. For US installations with the US Telecommunication Taxes, note that SAP CC Core Server (Taxer instance type) has also a particular installation. CAUTION Do not change these installations. Consult the SAP CC Installation Guide for details about the installation of JSEE on your platform. November 2018 PUBLIC 28 /233

29 Related Documentation You can find more information about the technical system landscape on SAP Help Portal at help.sap.com/cc50. November 2018 PUBLIC 29 /233

30 System Landscape Directory (SLD) System Landscape Directory (SLD) of SAP NetWeaver is the central information repository for your system landscape. It contains information about technical systems, landscapes, business systems, products, and software components in your system landscape. You have to configure manually SAP CC systems to connect to SLD and send data periodically. All the server systems of SAP CC 5.0 can send information about installed hardware and software components in your system landscapes to facilitate the central configuration of the landscape (applications, machines): Core Server BART Server Diameter Server The SAP CC systems update regularly the System Landscape Directory repository. Installation information is available in SAP Solution Manager. NOTE During the implementation project, refer to the: SAP CC Installation Guide for more information about the initial preparations and installation SAP CC Configuration Guide for more information about the Customizing activities and manual procedures You can find the latest version on SAP Help Portal at: SAP NetWeaver 7.0 SAP NetWeaver 7.0 Library (English) SAP NetWeaver Library SAP NetWeaver by Key Capability Solution Life Cycle Management by Key Capability Software Life Cycle Management System Landscape Directory. November 2018 PUBLIC 30 /233

31 SAP Solution Manager for SAP CC SAP Solution Manager is a platform that provides integrated content, tools, and methodologies that you need to implement, support, operate, and monitor your enterprise s solutions from SAP. SAP Solution Manager enables you to accelerate and optimize the implementation process and access full support and continuous improvement offerings from SAP. With SAP Solution Manager, you can: Minimize risk and increase the reliability of your IT solutions Reduce total cost of ownership (TCO) throughout the solution life cycle Manage your core business processes and link business processes to the underlying IT infrastructure Get more on your return-on-investments (ROI), because it supports both SAP and non-sap software NOTE To benefit from some important features of SAP Solution Manager, you need to install the infrastructure for CA Introscope third party. Refer to the CA Introscope for SAP CC section in this document, page [39]. Infrastructures of SAP Solution Manager You use the following infrastructures of SAP Solution Manager to manage the server systems of SAP Convergent Charging 5.0: November 2018 PUBLIC 31 /233

32 Monitoring Infrastructure Technical Monitoring and Alerting Description This infrastructure helps you to improve the performance and health of SAP CC systems in complex, heterogeneous landscapes. It enhances the traditional CCMS-based monitoring infrastructure with advanced features: Simplified maintenance of the diagnostic agents that are automatically updated and configured System landscape awareness (landscape setup and changes are automatically detected and updated) Self monitoring is available for SAP Solution Manager landscape and infrastructure components Grouping metrics and alerts prevents alert flooding Graphical overview of landscape status Key Functions Analysis Tools Technical Monitoring Alerting Framework Alert Inbox Technical Monitoring Alert Inbox NOTE SAP Convergent Charging 5.0 does not support the following features: Simplified configuration of the managed systems Mass maintenance (configuration can be done on multiple managed systems at the same time using template concept) Central administration with operation tasks performed from the Administration Work Center Agent Framework Special: CA Introscope for SAP The agent framework manages diagnostic agents installed in all managed SAP CC systems and back-end database systems, centrally. The Enterprise Manager (EM) acts as the central repository for all Introscope performance data and metrics collected in an application environment. The EM system processes performance data and makes it available to users for production monitoring and diagnosis. Recommendation by SAP Install and use CA Introscope and SAP Solution Manager for your SAP CC 5.0 system landscapes. Configure SAP Solution Manager with the agent framework and CA Introscope infrastructures. CA Introscope is delivered as a component of SAP Solution Manager, you shall consider to install the correct version regarding to your SAP CC release and support package number. November 2018 PUBLIC 32 /233

33 Related Documentation (SAP Solution Manager 7.1) For more information about SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Help SAP Library (English), SP13 SAP Solution Manager Infrastructures. Refer to the following topics on SAP Help Portal: Agent framework Introscope Application Operations Application Operations in SAP Solution Manager provides all capabilities for central monitoring, message alerting, analysis, and administration of SAP CC and SAP solutions. It helps you to reduce TCO by predefined content and centralized management tools for all aspects of operations in SAP Solution Manager. Application Operations System and Application Monitoring Description You can monitor the status of complex SAP system landscapes and manage alerts using the End-to-End Monitoring and Alerting infrastructure (MAI): System, database, and host monitoring Alert inbox Available Work Center Technical Monitoring Work Center NOTE SAP Convergent Charging 5.0 does not support the following features: End-user experience monitoring Integration monitoring Job monitoring and business intelligence monitoring November 2018 PUBLIC 33 /233

34 Application Operations Technical Analytics and Dashboards Description You can use interactive and technical reporting functions to run reports on various aspects across solutions. Use application operations dashboards to display the availability and performance of your managed systems: Interactive reporting Application dashboard System availability System performance End-user experience reporting Technical reporting SAP EarlyWatch Alert Service level reporting Service Data Control Center Solution reporting Reporting in the System Monitoring Work Center Available Work Center Technical Monitoring Work Center Data Volume Management (DVM) Technical Administration and Guided Procedures Root Cause Analysis and Exception Management You can monitor the data volume in your system landscape and reduce total operating costs by decreasing the size of the databases and the monthly increase in data. You can perform efficient planning, implementation, execution, and reporting of the day-to-day operational activities. You can create guided procedures to support processes that are performed periodically. You can use guided procedures, for example, to speed up and simplify processes. You can analyze the root cause of an incident and provide solutions for distributed and multitechnology solutions using a top-down approach. You can manage the following reports: End-to-End Analysis System Analysis Host Analysis Database Analysis Data Volume Management Work Center Technical Administration Work Center Root Cause Analysis Work Center This work center is the central access to functions and methods for monitoring your solutions and accelerating problem solving. This improves the availability of your solutions. For more information about SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Help SAP Library (English), SP13 Application Operations. November 2018 PUBLIC 34 /233

35 Work Centers Used for SAP CC SAP Solution Manager provides the necessary central work environments in the form of specialized work centers. These work centers are the central access to functions and methods for monitoring your SAP solutions and accelerating problem solving. This improves the availability of your solutions. Work Center Technical Monitoring Description The Technical Monitoring work center provides tools and capabilities for monitoring the SAP CC system landscape: Technical monitoring inbox alert: alerts from the system monitoring area System monitoring: current status of systems, databases, and hosts See also: Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55] Root Cause Analysis The Root Cause Analysis work center is the central access to functions and methods for monitoring your solutions and accelerating problem solving: End-to-end analysis: tools to perform cross-component root cause analysis System analysis: tools to perform system-specific root cause analysis (log viewer, monitoring consoles of CA Introscope) This improves the availability of your solutions. See also: Root Cause Analysis and Exception Management in SAP Solution Manager, page [186] SAP Solution Manager Configuration (transaction SOLMAN_SETUP) You use this work center to configure SAP Solution Manager immediately after installation, following an upgrade, or after implementing a Support Package (SP) or a patch level. SAP Solution Manager leads you through the process using guided procedures, and provides a constant overview of the progress of your configuration. In Managed System Configuration, you configure a Technical System for each SAP CC system cluster registered in SAP SLD In Technical Monitoring, you assign monitoring templates to the managed technical systems; In SAP Solution Manager, each managed technical system consists of type technical instance, database, and host. November 2018 PUBLIC 35 /233

36 Work Center SAP Solution Manager Administration Description This work center is the central access point for all the information and functions you need to run the SAP Solution Manager. You set up and manage solutions, projects and systems, and can perform user functions and common administration tasks. You use this work center to setup the system monitoring of SAP Convergent Charging based on CA Introscope (IS), a specialized software for application and performance monitoring. IMPORTANT NOTE In the Infrastructure view of SAP Solution Manager Administration work center, you have central access to all systems in your system landscape. You choose a tool, to ensure that the infrastructure is provided. You can create or edit technical systems, and install additional CA Introscope Enterprise Manager systems or instances. CA Introscope (IS) is the monitoring application used to monitor the server system of SAP Convergent Charging. For more information about SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Help SAP Library (English), SP13 Application Operations Work Centers. Monitoring and Alerting Templates for SAP CC As of SP12 of SAP Solution Manager 7.1, End-to-End Monitoring and Alerting Infrastructure (MAI) in System Monitoring contains various predefined templates for SAP Convergent Charging 5.0. These predefined templates contain the metrics, events, and alerts (MEA), and their attributes. They also contain settings for notifications when an alert occurs. NOTE The metric definitions rely on CA Introscope technology. SAP CC provides you with the Metric Reference and Performance Troubleshooting documentation that is your central information access for monitoring or troubleshooting problems. You can base your own templates on the templates delivered by SAP, and adjust them to your requirements. The following templates are available: November 2018 PUBLIC 36 /233

37 Template in SAP Solution Manager Description Managed Object Type SAP Convergent Charging 4.5 (*) SAP CC Core Server systems in the system landscape Technical System (**) SAP Convergent Charging 4.5 BulkLoader SAP Convergent Charging 4.5 Dispatcher SAP Convergent Charging 4.5 Rater SAP Convergent Charging 4.5 Taxer SAP Convergent Charging 4.5 Updater Bulkloader instances of the Core Server systems Dispatcher instances of the Core Server systems Dispatcher instances of the Core Server systems Taxer instances of the Core Server systems Updater instances of the Core Server systems Technical Instance Technical Instance Technical Instance Technical Instance Technical Instance NOTES (*) The naming convention includes a number that relates to the technical version number of your SAP Convergent Charging software: 4.5 refers to the commercial release 4.0 of SAP CC. (**) In SAP Solution Manager, the technical system consists of the SAP CC system and its back-end database system. For more information about templates in SAP Solution Manager 7.1, consult on SAP Help Portal at the following location: Application Help SAP Library (English), SP13 SAP Solution Manager Infrastructures Technical Monitoring and Alerting Using Templates. You can create and edit custom templates, assign and activate templates. Technical Operations for SAP CC View the technical operations for SAP Convergent Charging: Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55] Root Cause Analysis and Exception Management in SAP Solution Manager, page [186] Related Information For more information about the template, consult information about in SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Help SAP Library (English), SP13 Application Operations Work Centers SAP Solution Manager Configuration Using Templates. November 2018 PUBLIC 37 /233

38 For more information about the templates, consult information about in SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Help SAP Library (English), SP13 Template Management. Root Cause Analysis To allow for identification, analysis, and resolution of problems, SAP provides component-specific RCA content for SAP CC 5.0 in combination with SAP Solution Manager 7.1. You can set up Root Cause Analysis after you set up your SAP CC system landscape. Technical Operations for SAP CC View the technical operations for SAP Convergent Charging: Root Cause Analysis and Exception Management in SAP Solution Manager, page [186] Troubleshooting and Root Cause Analysis Using CA Introscope for SAP, page [189] Related Information Topic Guide/Tool Location SAP Solution Manager SAP Solution Manager Diagnostics Introscope Setup Guide In SAP Service Marketplace: Installation & Upgrade Guides SAP Components SAP Solution Manager Release Additional Guides - Introscope Introscope Setup Guide 9.7 November 2018 PUBLIC 38 /233

39 CA Introscope for SAP CC SAP delivers a packaged solution that provides you with application performance management tools for SAP Convergent Charging 5.0. This solution is based on the CA Introscope 9.x software products and supports Java-based applications. CA Introscope (IS) allows the technical monitoring of SAP CC in live production environments. It provides a central server system that collects performance data pushed from agents located in the monitored SAP CC systems and makes metric data available to the monitoring consoles and to SAP Solution Manager. User interfaces provide specialized dashboards that enable to monitor manually the system health, performance, and stability. This is the starting point for detecting issues and investigating a root cause analysis. NOTE CA IS is a component of SAP Solution Manager as an additional infrastructure. CA Introscope for SAP CC November 2018 PUBLIC 39 /233

40 NOTE SAP provides you with the necessary CA IS instrumentation and console dashboards dedicated to the support of SAP Convergent Charging 5.0. The specialized instrumentation is available in the SAP IS Agent, which is a component of SAP Solution Manager. By default, the installation of SAP CC also includes this agent. SAP CC cannot include the latest version of this agent so you should consider checking the correct version available for your SAP CC release and SP number. The dashboards and console alerts are available in an additional installation package that includes all the Introscope Management Modules developed by SAP. Make sure that you install the Management Module that includes the monitoring dashboards specialized for SAP Convergent Charging: SAP_SRM_CRM (Products for "SRM and CRM"). Refer to the SAP Note Management Modules for Introscope delivered by SAP or to the installation considerations in this document. The primary help is available in the online documentation of the SAP SRM CRM management module. Once installed, it is available as a Web application. The topics dedicated to SAP Convergent Charging are named: Introscope for SAP CC Features CA Introscope for SAP provides you with the: Necessary components customized for SAP CC and for SAP Solution Manager Instrumentation agents and probes specialized for SAP CC and Java applications Monitored metric definitions (throughput, latency, other performance data) Console dashboards including graphs and alert indicators With CA IS, you can: Operate the technical monitoring Determine the source of problems quickly Conduct incident triage by identifying the source of the issues (front-end systems, internal components, database, host resources, file system) Perform root cause analysis by isolating the problems and determining where to investigate November 2018 PUBLIC 40 /233

41 NOTE If you would like to increase the benefits of CA Introscope through custom dashboards and instrumentation, or extend CA Introscope's capabilities with Introscope Powerpacks, you can purchase SAP Extended Diagnostics by CA APM/Wily through SAP. Refer to SAP Note SAP Extended Diagnostics by CA Wily. CA Introscope in SAP Solution Manager CA Introscope (IS) is integrated with SAP Solution Manager 7.1 to enable application analysis and operations directly in the work centers of SAP Solution Manager: Stability analysis Technical and performance monitoring Message alerting Root cause analysis NOTE View the technical operations for SAP Convergent Charging: Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55] Troubleshooting and Root Cause Analysis Using CA Introscope for SAP, page [189] CA Introscope Components In an SAP system landscape, the available components of CA IS are Enterprise Manager, Agent, Workstation, and WebView: CA IS Component Enterprise Manager Agent Description The CA IS Enterprise Manager (EM) system acts as the central repository for all Introscope performance data and metrics collected in the Java application environment of the SAP CC Core Server systems and other systems. The EM system processes performance data and makes it available to IT administrators, SAP CC administrators, and to support specialists for production monitoring and diagnosis. CA Introscope agents collect and report performance metrics from the various components inside the running instances of the SAP CC Core Server systems in the system landscape. One agent is deployed per Java Virtual Machine (JVM) process that is dedicated to execute an instance in an SAP CC system. November 2018 PUBLIC 41 /233

42 CA IS Component Workstation Description CA IS Workstation provides a user interface to control the monitored SAP CC Core Server systems. CA IS Workstation accesses performance metrics managed by CA IS Enterprise Manager. They can view performance metrics and alert indicators in monitoring dashboards. If you want to customize alerts and views to represent your unique environment, you need a license extension. CA IS Workstation includes the following features: Monitoring Console Investigator Management Module Editor Transaction Trace Session NOTE You can directly access to this user interface in the work centers of SAP Solution Manager. WebView CA IS WebView is a Web-based user interface to display console dashboards and performance metrics collected by the CA IS Enterprise Manager system. Introscope's customizable dashboards and Explorer tree views for authorized SAP users run in a browser interface, so that critical information can be viewed by those who need it anytime, anywhere. It includes the following features: Console to view performance data presented in dashboards Investigator to view performance metrics by selecting items from the Investigator tree Transaction Viewer to view transaction trace event data NOTES You can access to this user interface in the work centers of SAP Solution Manager. You cannot create customized dashboards or run reports. Management Module for SAP CC The delivered SAP_SRM_CRM (Products for "SRM and CRM") management module provides all the monitoring dashboards specialized for SAP Convergent Charging. This module includes the necessary elements that contain and organize metric data with monitoring logic, for presentation in the CA IS Workstation user interface: Metric definitions Metric grouping definitions (and few calculators) November 2018 PUBLIC 42 /233

43 Console dashboards with graphs and alert indicators Metrics for SAP CC A metric is a measurement of application performance. It is a performance indicator. CA IS Enterprise Manager (EM) compiles or computes the performance metrics by reusing performance raw data reported by the local agents. The metrics can be monitored and recorded both in CA IS Enterprise Manager (EM) and SAP Solution Manager. The basic metrics are: Basic Metric Description Example Average Response Time Average treatment execution time in milliseconds, latency (the lower, the better) Typically, this is the latency. Errors Per Interval Responses Per Interval Stall Count Number of exceptions thrown during the treatment executions per time interval (none, the better) Number of treatment executions per time interval, throughput (the higher, the better) Number of treatments or executions started but that have not completed within a defined time threshold Typically, this is the throughput. NOTES If a treatment or an execution is counted as stalled, this does not mean that it is interrupted and will never be completed, but that its processing exceeded a configured time threshold. This is not a timeout that relates to an error. By default, the stall threshold is set to 30 seconds for each instance of the SAP CC Core Server systems in the system landscape. This is a global configuration in the CA IS Agent profiles. Refer to the CA IS documentation for more information about the available metrics. November 2018 PUBLIC 43 /233

44 NOTE During the implementation project, refer to the: SAP CC Installation Guide for more information about the initial preparations and installation SAP CC Configuration Guide for more information about the Customizing activities and manual procedures Metric Groupings, Alerts, and Calculators The delivered SAP_SRM_CRM (Products for "SRM and CRM") management module provides the customized elements: Custom metric groupings that specify which metrics to act upon; used as building blocks for elements such as alerts. Custom console alerts of possible problems in the SAP CC application, generated by comparing metric values against predefined threshold values and producing a status. Custom calculators that sum or averages metric data to produce custom metrics for the technical monitoring of SAP CC. NOTE The alert concept of CA Introscope differs from the alert concept in SAP Solution Manager: In CA IS, an alert is a visual information during manual monitoring; about the initial preparations and installation In SAP Solution Manager, an alert refers the automated message alerting function that allows you to start necessary investigations Console Dashboards, Alert Indicators, and Graphs The management module provides the customized console dashboards that allow you to monitor the SAP CC Core Server systems in your system landscape: Console Dashboard Description Console Alert Central Dashboards The CC Overview and the CC Triage dashboards are the starting points to monitor the Core Server systems. CC Overview Provides an instantaneous view of the monitored system health. It allows navigating through other specialized dashboards that monitor different performance data and metrics of the Core Server systems in your SAP system landscape. This central dashboard contains an alert indicator for each specialized dashboard to view the system health state quickly. November 2018 PUBLIC 44 /233

45 Console Dashboard Description Console Alert CC Triage Provides an overview of the monitored system health and performance. It includes a visual summary of the complete system: instances of the monitored Core Server system, communications with frontend (mediation, BART Server) and backend systems (Core Database, data files). This central dashboard contains the global alert indicators that are necessary for each specialized dashboard to view the system health state quickly. NOTE In an integrated SAP Solution scenario with SAP ERP/FI-CA and SAP CRM of SAP Business Suite, consider also the SAP JCo communications and the corresponding dashboard (see CC JCo) that is not available in the CC Triage dashboard. Specialized Dashboards CC Incoming Request CC Outgoing Request CC Internal Activities CC CPU and Memory CC Cache CC JDBC CC JCo Provides the performance (throughput, latency) and health (errors) of the communication interfaces with the front-end systems or applications Provides the performance (throughput, latency) and health of the internal components that prepare the communications with the backend systems including file systems Provides the activity of the internal schedulers Provides the performance and health of the CPUs, host memory, and Java Garbage Collection (GC) processing Provides the performance and health of the data caches used in some specific instances types to optimize the business operations (rating and charging, data provisioning) Provides the performance and health (throughput, latency) of the communication interfaces with the back-end database systems In an integrated SAP Scenario with SAP ERP/FI-CA or SAP CRM, provides the performance and health (throughput, latency) of the JCo/RFC communication interface with the SAP ERP and SAP CRM systems November 2018 PUBLIC 45 /233

46 Console Dashboards in CA IS for SAP CC Technical Operations for SAP CC View the technical operations for SAP Convergent Charging: Technical Monitoring Using CA Introscope for SAP, page [59] Troubleshooting and Root Cause Analysis Using CA Introscope for SAP, page [189] Related Information Documentation and Community For general information about the installation, configuration, and use of CA Introscope, visit SAP sites at the following locations: Topic Guide/Tool Location Installation of CA Introscope for SAP Service Marketplace: Introscope SAP Setup Installation & delivered by SAP Guide Upgrade Guides SAP Components SAP Solution Manager Release 7.1 Additional Guides - Introscope Introscope Setup Guide November 2018 PUBLIC 46 /233

47 Topic Guide/Tool Location SAP Community Network (SAP SCN): SAP Community Network (SCN) is the social network for SAP professionals. SAP SCN has its own terms of use governing the usage of which you have to accept prior to access of any SCN information. Spaces Technical Operations Root Cause Analysis & Exception Management RCA Wiki Tools in Root Cause Analysis Introscope - Wiki Introscope Setup Guide SAP Solution Manager Diagnostics Troubleshooting of CA Introscope Installation Guide Introscope Troubleshooting SAP Service Marketplace: Installation & Upgrade Guides SAP Components SAP Solution Manager Release Additional Guides - Introscope Introscope 9.7 for SAP - Setup Guide SAP Community Network (SAP SCN): SAP Community Network (SCN) is the social network for SAP professionals. SAP SCN has its own terms of use governing the usage of which you have to accept prior to access of any SCN information. Spaces Technical Operations Root Cause Analysis & Exception Management RCA Wiki Tools Introscope - Wiki Troubleshooting Direct link: Introscope Troubleshooting (wiki in SAP SCN) Introscope for SAP Primary Help SAP documentation for the management modules as a web application Wiki in SAP SCN It is available in the directory <EM_FOLDER>/webapps/ where <EM_FOLDER> is the installation directory of the IS Enterprise Manager system. SAP Community Network: SAP Community Network (SCN) is the social network for SAP professionals. SAP SCN has its own terms of use governing the usage of which you have to accept prior to access of any SCN information. Spaces Technical Operations Root Cause Analysis & Exception Management RCA Wiki Tools Introscope - Wiki Direct link: Introscope for SAP November 2018 PUBLIC 47 /233

48 Topic Guide/Tool Location Introscope for SAP CC CA Documentation Primary Help The online documentation of the SAP SRM CRM management module includes the information about the dashboards, console alerts, and metric groupings that relate to the technical monitoring of SAP Convergent Charging. CA Introscope Workstation CA Introscope WebView User Guide User Guide Refer to CA Support: CA APM Introscope Workstation User Guide 9.1 Refer to CA Support: CA APM Introscope Webview User Guide 9.1 November 2018 PUBLIC 48 /233

49 SAP Management Console The SAP Management Console (SAP MC) provides a common framework for centralized system management. It allows you to monitor and perform basic administration tasks on the SAP system centrally, thus simplifying system administration. Using the SAP MC you can: Monitor and control (start, stop, or restart) the SAP systems, ABAP, and Java instances with a single tool. Display SAP system log and trace files, start profiles, instance parameters, the system environment, SAP environment, and so on. Display and control Java and ABAP processes. Monitor system alerts. Save the current console configuration in a file to reuse it later or to forward it to other users. Start third-party tools (such as Telnet), if available, to manage an application server. The SAP Management Console in the SAP NetWeaver AS is available in two modes: SAP Management Console The SAP MC is a Java applet that can be run from any web browser supporting Java. Thus, you can administer remote systems without needing a local installation. Standalone SAP Microsoft Management Console SAP has developed the SAP Systems Manager snap-in which allows you to monitor, start or stop the SAP system centrally from the SAP Microsoft Management Console (SAP MMC.) The SAP MMC is available for Windows only. More information: Microsoft Management Console: Windows November 2018 PUBLIC 49 /233

50 4 Monitoring of SAP CC Within the management of SAP Technology, real-time monitoring is an essential task during production operations or when finalizing the project implementation. Deploying a monitoring architecture enables the system administrators and operation teams to get an overview of the SAP system landscape at a glance and provides an infrastructure to gather and manage system information. Monitoring works as an early warning system that monitors and displays the status of multiple systems and independent business components. The main features of the monitoring architecture are: User-definable alert monitors for critical system events Method assignments to analyze alerts and react to them automatically Performance system to display recent performance data graphically November 2018 PUBLIC 50 /233

51 Monitoring Installation and Setup Refer the following activities and installation considerations: Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55] Technical Monitoring Using CA Introscope for SAP, page [59] November 2018 PUBLIC 51 /233

52 Component Specific Monitoring The following table lists the components of SAP Convergent Charging 5.0 and the third-party components to monitor in your SAP system landscape: Component and System Core Server SAP CC system Hosts Product SAP CC 5.0 Monitor Technical monitoring: Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55] Technical Monitoring Using CA Introscope for SAP, page [59] Manual Monitoring, page [64] BART Server SAP CC system Host Error monitoring Monitoring of business operations, page [69] Offline acquisition Offline charging Diameter Server SAP CC system Hosts Core Database Database system Hosts BART Database Database system Hosts IEC Database Database system Host Database Technology Database monitoring, page [66] November 2018 PUBLIC 52 /233

53 Monitoring Technical Monitoring Technical monitoring consists in monitoring the performance and health of systems in complex, heterogeneous landscapes. It targets the infrastructure levels of the SAP CC systems: Communications with front-end and back-end and systems Internal important activities (data cache management, intra-communications) This monitoring is based on metrics available in CA Introscope for SAP CC, page [39]. SAP CC provides you with the Metric Reference and Performance Troubleshooting documentation. Consider the following activities: Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55] Technical Monitoring Using CA Introscope for SAP, page [59] Manual Monitoring, page [64] Recommendation by SAP SAP recommends that you define and implement automated monitoring for technical monitoring and alerting. Refer to the Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later section, page [55]. Performance Monitoring You use performance monitoring to display statistical data on the performance of the SAP CC 5.0 systems in your SAP system landscape. If you are analyzing the performance of an SAP CC system, you should normally start with the Triage dashboard in the monitoring consoles of CA Introscope for SAP. You can use also IS Investigator and the Metric Reference and Performance Troubleshooting documentation; see Troubleshooting and Root Cause Analysis Using CA Introscope for SAP, page [189]. Performance monitoring facilitates the tuning of SAP Convergent Charging in real time, high volume, and high availability environments. November 2018 PUBLIC 53 /233

54 Recommendation by SAP SAP recommends that you define and implement automated monitoring for technical monitoring and alerting. Refer to the Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later section, page [55]. Alert Monitoring Proactive, automated monitoring is the basis for ensuring reliable operations for your SAP system landscape. SAP provides you with the infrastructure and recommendations needed to setup your alert monitoring to recognize critical situations for SAP Convergent Charging 5.0 as quickly as possible. Consider the following activities: Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55] Recommendation by SAP Define and implement automated monitoring for technical monitoring and alerting. Refer to the Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later section, page [55]. November 2018 PUBLIC 54 /233

55 Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later During the implementation phase or the production operation phase, you can use SAP Solution Manager in combination with CA APM Introscope for SAP to monitor the performance and health of the SAP CC systems in real time. Use the Technical Monitoring functions in SAP Solution Manager to manage the monitoring of the performance and health of SAP CC 5.0 systems in complex, heterogeneous landscapes. It targets the infrastructure levels of the SAP CC systems. A dedicated work center is the central access to functions and tools for monitoring your SAP solutions and accelerating problem solving. Work Center Technical Monitoring Work Center Technical monitoring inbox alert Description The Technical Monitoring work center provides tools and capabilities for monitoring the SAP CC system landscape. Provides central access to automated alerts from the system monitoring area Allows you to start analyzing and solving detected problems in the SAP CC landscape System monitoring Provides the current status of systems, databases, and hosts Allows you to access the latest snapshot of monitoring data for systems, databases and hosts NOTE Consult the other work centers used for SAP CC in SAP Solution Manager for SAP CC, page [31]. For more information about SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Help SAP Library (English), SP13 Application Operations Work Centers. In your SAP CC 5.0 implementation project, use SAP Solution Manager 7.1 SP13 and later to: Define your application landscape Define the monitors and thresholds for SAP CC 5.0 Recommendation by SAP Implement and use Technical Monitoring in SAP Solution Manager 7.1 for monitoring your SAP CC 5.0 system landscape in real time. Follow the Customizing activities outlined in SAP Solution Manager. November 2018 PUBLIC 55 /233

56 NOTE Prior to SP12, SAP Solution Manager 7.1 does not deliver predefined content for SAP CC 5.0. System Monitoring for SAP CC 5.0 can be implemented with a custom template. Go to: SAP Solution Manager SAP Solution Manager Configuration (transaction SOLMAN_SETUP) Managed Systems Configuration Technical System. Related Documentation (Technical Monitoring Work Center) For more information about SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Lifecycle Management SAP Solution Manager SAP Solution Manager 7.1 Application Help SAP Library (English) of Solution Manager 7.1 SP13 Application Operations Work Centers In Application Operations Technical Monitoring Work Center. Product Documentation Main Topic Related Topics SAP Solution Manager 7.1 Application Help Technical Monitoring Work Center Technical Monitoring Alert Inbox System Monitoring Implementation in Your SAP CC Landscape Prerequisites The CA Introscope packaged solution is installed SAP Solution Manager is configured with CA Introscope using the SAP Solution Manager Administration work center The SAP CC system is: Installed and configured to work with CA Introscope; otherwise manually configure the Introscope Java Agent as described in the SAP Note Configured to provide information to SAP Solution Landscape Directory (SAP SLD) Registered in SAP SLD November 2018 PUBLIC 56 /233

57 NOTE For more information about SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Help SAP Library (English), SP13 Application Operations Work Centers in Application Operations SAP Solution Manager Administration Work Center Introscope. Installation Considerations Install both Diagnostics Agent and SAP Host Agent on each machine hosting an instance of the running SAP CC system (Core Server) and its back-end database system; refer to the detailed SAP Note Implement Technical Monitoring in SAP Solution Manager 7.1 SP13 or later for the monitoring of SAP Convergent Charging; apply the setup procedures outlined in SAP Note In case of any problems not covered by the FAQ, report an incident on component SV-SMG-MON-ALR or SV-SMG-MON-DIA component on SAP Support Portal. NOTE You use the SAP Solution Manager Configuration work center (transaction SOLMAN_SETUP) to: Complete the information about the SAP CC system declared in SAP Solution Manager Set up the managed system cluster Set up the technical monitoring Working with the Technical Monitoring Work Center in SAP Solution Manager To use tools and capabilities for monitoring SAP CC landscape, you start the Technical Monitoring work center in SAP Solution Manager by using SAP Logon and SAP Easy Access. NOTE In SAP Solution Manager, a technical system consists of the SAP system but also the instances, hosts, and IT infrastructure devices that contribute to it. Activities You can monitor: Availability Performance Exceptions and errors Alerts November 2018 PUBLIC 57 /233

58 Monitor an SAP CC System and its Hosts In the Technical Monitoring work center, choose System Monitoring. In the Selection screen area, choose All Systems. To view the status of technical systems that relate to SAP Convergent Charging, select them. Click System Monitoring. To display monitored data, select a location (Start Embedded or Start New Window). A window displays the monitored data that relates to the SAP CC cluster. The cluster is identified by the SID of the SAP CC system. Click the System Name to view the hierarchy of the cluster and analyze the system hierarchy: Instances of the SAP CC system; several instances are hosted by the same machine. The type of the instance Instances of the database system The naming convention of the instance node level is: <SID>~UNSPECIFIC~<INSTANCE_ID> on <HOST_NAME> where: <SID> is the SAP system unique identifier <INSTANCE_ID> is the identifier of the instance in the SAP CC Core Server system (example: dispatcher#1, rater#2, updater#1, bulkloader#2) <HOST_NAME> is the name of the machine hosting an instance of the SAP CC system Click Availability to Click Performance to Click Exception to Click Alerts to view the alert inbox and the alerts raised for the system cluster NOTE Click Configuration Status to view the configuration settings in SAP Solution Manager that relates to the SAP CC monitoring. A window opens the SAP Solution Manager Configuration work center at the stage of the configuration of the Technical Monitoring feature. Monitor the Back-End Database System and its Hosts Refer to the procedure above. Related Documentation For more information about SAP Solution Manager 7.1, consult on SAP Help Portal at: Application Lifecycle Management SAP Solution Manager SAP Solution Manager 7.1 Application Help SAP Library (English) for SAP Solution Manager 7.1 SP13 Application Operations System and Application Monitoring System, Database, and Host Monitoring Using Monitoring and Alert Monitoring a System. November 2018 PUBLIC 58 /233

59 Technical Monitoring Using CA Introscope for SAP During the implementation phase or the production operation phase, you can use CA APM Introscope to monitor manually the performance and health of the SAP CC Core Server systems in the SAP system landscape. You can use the information delivered by the monitoring consoles to analyze the SAP CC systems and take appropriate actions when necessary. You work with the predefined dashboards and alerts to operate the technical monitoring of SAP Convergent Charging. Recommendation by SAP Install and use CA Introscope for monitoring and root cause analysis of SAP CC 5.0. Follow the setup procedure outlined in SAP Note In case of any problems with CA Introscope not covered by the FAQ, open a customer message on component XX-PART-WILY on SAP Support Portal. Implement and use Technical Monitoring in SAP Solution Manager 7.1 for monitoring your SAP CC 5.0 system landscape in real time; see Technical Monitoring and Alerting Using SAP Solution Manager 7.1 SP13 and Later, page [55]. Implementation in Your SAP CC Landscape Installation Considerations Implement the CA Introscope for SAP solution packaged by SAP in your production system landscape. Refer to the SAP Note Introscope Installation for SAP Customers to implement CA APM Introscope and install its components (Enterprise Manager, Workstation, WebView) in your SAP system landscape. This package is a component of SAP Solution Manager. Implement the additional package delivered by SAP on top of the CA IS Enterprise Manager system. It includes the necessary Introscope Management Modules developed by SAP. Refer to the SAP Note Management Modules for Introscope delivered by SAP to install the required specialized package provided by SAP to enhance the services and functions of CA Introscope. Make sure that you have installed the Management Module that includes the monitoring dashboards specialized for SAP Convergent Charging: SAP_SRM_CRM (Products for "SRM and CRM"). November 2018 PUBLIC 59 /233

60 NOTE For later manual installation, refer to the SAP CC 5.0 Configuration Guide and to SAP Note for more about information about setting up and configuring CA Introscope for SAP CC 5.0. Manual Monitoring with CA Introscope You monitor nominal performance of the SAP CC Core Server systems. You can view live data or historical data. Refer to the product documentation of CA Introscope for more information about: User interfaces and windows Getting started of the user interfaces (start, stop,...) Using of the monitoring consoles in the user interfaces (navigation, tasks, operations) Using the Workstation Investigator tool Prerequisites The Management Module SAP_SRM_CRM (Products for "SRM and CRM"). It is installed to the top of the CA IS Enterprise Manager system. This management module includes the monitoring instrumentation and dashboards specialized for SAP Convergent Charging. Monitoring performance with dashboards and alert indicators in the monitoring consoles Identify the health or performance problems in the CC Overview dashboard. Verify the overall alert indicators. Use the CC Triage dashboard to determine the current activities of the monitored system and to refine your understanding of normal situation or potential problems. Dashboards for SAP Convergent Charging Available in CA IS Monitoring Consoles November 2018 PUBLIC 60 /233