Viewing IT Services

This section describes the pages in which you can view information about an IT Service in Skylar One (formerly SL1).

Use the following menu options to navigate the Skylar One user interface:

To view a pop-out list of menu options, click the menu icon ().
To view a page containing all of the menu options, click the Advanced menu icon ().

Viewing the List of IT Service Policies

The IT Service Manager page (Registry > IT Services > IT Service Manager) displays the following about each IT Service policy:

Service Name. Name of the policy.
Health. This is a default Key Metric for each IT Service policy. This metric specifies the overall health of the IT Service. Possible values are: critical, major, minor, notice, and healthy.

Availability. This is a Key Metric for each IT Service policy. This metric specifies the overall availability of the IT Service. Possible values are: available or unavailable.
Risk. This is a Key Metric for each IT Service policy. This metric specifies the overall risk to the IT Service. Possible values are 0% - 100%, in integer values.
ID. Unique numeric identifier, automatically assigned to the policy by Skylar One.
Owner. User who created the policy.
Access. Specifies whether other users can view and use the policy. Shared policies can be viewed by other users who belong to the same organization as the creator. A private policy can be viewed only by the creator of the policy and administrators.
Edited By. User who created or last edited the policy.
Last Edited. Date and time the policy was created or last edited.

Viewing an IT Service Dashboard

The IT Service Summary page allows you to view the IT Service Dashboards that have been configured for the selected IT Service. For more information about creating and customizing IT Service Dashboards, see the Creating and Editing IT Service Dashboards section.

To view an IT Service dashboard in Skylar One:

Go to the IT Service Manager page (Registry > IT Services > IT Service Manager).
Select the View IT Service Icon () for the IT Service you want to view. The IT Service Summary page is displayed with the default dashboard for this IT Service selected.
The main pane of the dashboard will display one or more graphs, charts, and tables, called widgets. The widgets in an IT Service dashboard are configured to automatically display information about the IT Service you selected.

Skylar One includes the following widgets that are specifically designed for IT Service dashboards:

IT Service Details. Displays the following information about an IT Service:

Service Name
Service Owner
Service Visibility
Maintenance State
Service Health
Service Availability
Service Risk

IT Service Vitals. Displays the current value for each Key Metric defined for an IT Service.
IT Service Problem Management. Displays the number of logs, active events, and active tickets associated with an IT Service.
IT Service Health Last 12 Hours. Displays a graph of the Availability metric. The y-axis displays percent availability. The x-axis displays time in one-hour increments.
IT Service Activity Log. Displays a list of all current and past alerts and events associated with an IT Service.

The Actions menu allows you to perform many dashboard-related tasks, directly from the current page. The Actions menu looks like a button and is located in the upper right of the page.

The Actions menu in the IT Service Summary page contains the following entries:

Configure dashboard.... Displays the Dashboard Settings modal page, where you can edit the layout properties and Access Keys for the currently displayed dashboard. For a full description of the Dashboard Settings modal page, see the Creating and Editing IT Service Dashboards section.
Set as default. Sets the current dashboard as the default dashboard for this IT Service.
Use system default. If the default dashboard for this IT Service is not the system default, this option appears. This option sets the system default IT Service dashboard as the default dashboard for this IT Service.
Create Dashboard. Creates a new IT Service dashboard. The new dashboard is configured to be viewable only for the current IT Service by default.
Copy Dashboard (Save As). Saves a copy of the currently selected dashboard.

Other Views for IT Services

The IT Service Model View page allows you to view:

A list of all devices that are currently members of an IT Service and a list of devices in each subset of the IT Service.
A simplified, sortable view of the of all devices that are currently members of an IT Service.
A relational map of the subsets and metrics that have been defined for an IT Service.

To view the IT Service Model View page for an IT Service:

Go to the IT Service Manager page (Registry > IT Services > IT Service Manager).
Select the View IT Service icon () for the IT Service you want to view.
Select the Model tab.
Select one of the following sub-tabs:

Subsets. Displays a list of all devices that are currently members of an IT Service and a list of devices in each subset of the IT Service.
Devices. Displays a simplified, sortable view of all devices that are currently members of an IT Service.
Metrics. Displays a relational map of the subsets and metrics that have been defined for an IT Service:

Viewing Events for an IT Service

To view the events associated with an IT Service:

Go to the IT Service Manager page (Registry > IT Services > IT Service Manager).
Select the View IT Service icon () for the IT Service you want to view.
Select the Events tab.
The IT Service Events page displays the following about each event:

To sort the list of events, click on a column heading. The list will be sorted by the column value, in ascending order. To sort by descending order, click the column heading again. The Last Detected column sorts by descending order on the first click; to sort by ascending order, click the column heading again.

Event Message|Severity. Message generated for the event. The Message is color-coded fro severity.

Acknowledged. If the event has been acknowledged, this column displays a red checkmark character and specifies the user who acknowledged the event. If the event has not been acknowledged, this field displays a gray checkmark character. To acknowledge an event, click in this column.
Ticket. If a ticket has been created for the event, this column displays the ticket ID of that ticket.
External Ticket. The numeric ID associated with a ticket from an external ticketing system (that is, a ticket that was not created in Skylar One). If this field displays a value, you can click on that value to spawn a new window and view the external ticket.

NOTE: To link an external ticket to an event, you must create a custom Run Book Automation policy and a custom Run Book Action or use the ScienceLogic APIs. For help with these tasks, contact ScienceLogic Customer Care.

Aged/Elapsed. Number of days, hours, and minutes since the last occurrence of the event.
Last Detected. Date and time the event last occurred on this entity.
EID. Unique ID for the event, generated by Skylar One.

Source. System or application that generated this event. Choices are:

Syslog. Event was generated from system log generated by a device.
Email. Event was generated by an Email from an external agent, for example, Microsoft Operations Manager (MOM).
Internal. Event was generated by Skylar One.
Trap. Event was generated by an SNMP trap.
Dynamic. Event was generated by a Dynamic Application collecting data from the device.
API. Event was generated by another application.

Count. Number of times this event has occurred.

You can perform the following actions from the IT Service Events page:

To acknowledge an event, select the checkbox in the Acknowledged column.

To add or edit a note to an event, select the wrench icon () in the Notes column. Select the disk icon () to save your changes to the note.
To view a summary of an event, select the information icon ().
To view a summary of the automation actions that were triggered by an event, select the notification icon ().
To create a new ticket about an event, select the life-ring icon ().

Viewing the Logs for an IT Service

To view the logs that Skylar One has generated about an IT Service:

Go to the IT Service Manager page (Registry > IT Services > IT Service Manager).
Select the View IT Service icon () for the IT Service you want to view.
Select the Logs tab.
The IT Service Logs page displays the following about each log entry:

Log Timestamp. The date and time the entry was made in the log.
Source. The process that generated the log entry. This column will contain the value ITSM Event.
Message. The text of the log entry.

Viewing Tickets for an IT Service

To view the tickets associated with an IT Service:

Go to the IT Service Manager page (Registry > IT Services > IT Service Manager).
Select the View IT Service icon () for the IT Service you want to view.
Select the Tickets tab.
The IT Service Tickets page displays the following about each ticket:

To sort the list of tickets, click on a column heading. The list will be sorted by the column value, in ascending order. To sort by descending order, click the column heading again.

Description/Severity. Description of the problem or request. This field is color coded based on the ticket's severity.
TID. Unique ID assigned to the ticket by Skylar One.
Queue. Ticket Queue to which the ticket is assigned.
Status. Status of the ticket.

You can perform the following actions from the IT Service Tickets page:

To view a summary of a ticket, select the information icon ().
To open the Ticket Editor for a ticket, select the life-ring icon ().
To create a new ticket about the IT Service, select the Actions menu, and then select Create Ticket.