Viewing IT Services

This section describes the pages in which you can view information about an IT Service.

Use the following menu options to navigate the SL1 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 SL1.
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.

Filtering the List of IT Services

The following describes each filer on the IT Service Manager page:

Service Name. Filter by the name of the IT service policy. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching service name.
Operation. Specifies whether the IT service policy is enabled or disabled. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching operational state (Enabled or Disabled).
Health. This is a default Key Metric for each IT service policy and specifies the overall health of the IT service. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching health status.
Availability. his is a Key Metric for each IT service policy and specifies the overall availability of the IT service. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching availability status.
Risk. This is a Key Metric for each IT service policy and specifies the overall risk to the IT service, in percent. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching risk status.
ID. Unique numeric identifier, automatically assigned to the policy by EM7. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching policy ID.
Owner. User who created the policy. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching value for owner.
Access. Specifies whether other EM7 users can view and use the policy. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching value for access.
Edited By. EM7 user who created or last edited the policy. You can enter text to match, including special characters, and the IT Service Manager page will display only IT service policies that have a matching value for edited by.
Last Edited. Date and time the IT service policy. You can select from a list of time periods. The IT Service Manager page will display only IT service policies that have been edited within that time period.

Special Characters

You can include the following special characters to filter by each column except those that display date and time:

When searching for a string, SL1 will match substrings by default, even if you do not include any special characters. For example, searching for "hel" will match both "hello" and "helicopter". When searching for a numeric value, SL1 will not match a substring unless you use a special character.

String and Numeric

, (comma). Specifies an "OR" operation. Works for string and numeric values. For example:

"dell, micro" matches all values that contain the string "dell" OR the string "micro".

& (ampersand). Specifies an "AND " operation. Works for string and numeric values. For example:

"dell & micro" matches all values that contain both the string "dell" AND the string "micro", in any order.

! (exclamation point). Specifies a "not" operation. Works for string and numeric values. For example:

NOTE: You can also use the "!" character in combination with the arithmetical special characters (min-max, >, <, >=, <=, =) described below.

* (asterisk). Specifies a "match zero or more" operation. Works for string and numeric values. For a string, matches any string that matches the text before and after the asterisk. For a number, matches any number that contains the text. For example:

"hel*er" would match "helpers" and "helicopter" but not "hello".

"325*" would match "325", "32561", and "325000".

"*000" would match "1000", "25000", and "10500000".

? (question mark). Specifies "match any one character". Works for string and numeric values. For example:

"l?ver" would match the strings "oliver", "levers", and "lover", but not "believer".

"135?" would match the numbers "1350", "1354", and "1359", but not "135" or "13502"

String

^ (caret). For strings only. Specifies "match the beginning". Matches any string that begins with the specified string. For example:

"^sci" would match "scientific" and "sciencelogic", but not "conscious".

"^happy$" would match only the string "happy", with no characters before or after.

"!^micro" would match all values that do not start with "micro".

"!^$" would match all values that are not null.

"!^" would match null values.

$ (dollar sign). For strings only. Specifies "match the ending". Matches any string that ends with the specified string. For example:

"ter$" would match the string "renter" but not the string "terrific".

"^happy$" would match only the string "happy", with no characters before or after.

"!fer$" would match all values that do not end with "fer".

"!^$" would match all values that are not null.

"!$" would match null values.

NOTE: You can use both ^ and $ if you want to match an entire string and only that string. For example, "^tern$" would match the strings "tern" or "Tern" or "TERN"; it would not match the strings "terne" or "cistern".

Numeric

min-max. Matches numeric values only. Specifies any value between the minimum value and the maximum value, including the minimum and the maximum. For example:

"1-5 "would match 1, 2, 3, 4, and 5.

- (dash). Matches numeric values only. A "half open" range. Specifies values including the minimum and greater or including the maximum and lesser. For example:

"1-" matches 1 and greater. So would match 1, 2, 6, 345, etc.

"-5" matches 5 and less. So would match 5, 3, 1, 0, etc.

> (greater than). Matches numeric values only. Specifies any value "greater than". For example:

">7" would match all values greater than 7.

< (less than). Matches numeric values only. Specifies any value "less than". For example:

"<12" would match all values less than 12.

>= (greater than or equal to). Matches numeric values only. Specifies any value "greater than or equal to". For example:

"=>7" would match all values 7 and greater.

<= (less than or equal to). Matches numeric values only. Specifies any value "less than or equal to". For example:

"=<12" would match all values 12 and less.

= (equal). Matches numeric values only. For numeric values, allows you to match a negative value. For example:

"=-5 " would match "-5" instead of being evaluated as the "half open range" as described above.

Examples

"!dell" matches all values that do not contain the string "dell".
"!^micro" would match all values that do not start with "micro".
"!fer$" would match all values that do not end with "fer".
"!^$" would match all values that are not null.
"!^" would match null values.
"!$" would match null values.
"!*" would match null values.
"happy, !dell" would match values that contain "happy" OR values that do not contain "dell".
"aio$". Matches only text that ends with "aio".
"^shu". Matches only text that begins with "shu".
"^silo$". Matches only the text "silo", with no characters before or after.
"!silo". Matches only text that does not contains the characters "silo".
"!^silo". Matches only text that does not start with "silo".
"!0$". Matches only text that does not end with "0".
"!^silo$". Matches only text that is not the exact text "silo", with no characters before or after.
"!^". Matches null values, typically represented as "--" in most pages.
"!$". Matches null values, typically represented as "--" in most pages.
"!^$". Matches all text that is not null.
silo, !aggr". Matches text that contains the characters "silo" and also text that does not contain "aggr".
"silo, 02, !aggr". Matches text that contains "silo" and also text that contains "02" and also text that does not contain "aggr".
"silo, 02, !aggr, !01". Matches text that contains "silo" and also text that contains "02" and also text that does not contain "aggr" and also text that does not contain "01".
"^s*i*l*o$". Matches text that contains the letter "s", "i", "l", "o", in that order. Other letters might lie between these letters. For example "sXiXlXo" would match.
"!^s*i*l*o$". Matches all text that does not that contains the letter "s", "i", "l", "o", in that order. Other letters might lie between these letters. For example "sXiXlXo" would not match.
"!vol&!silo". Matches text that does not contain "vol" AND also does not contain "silo". For example, "volume" would match, because it contains "vol" but not "silo".
"!vol&02". Matches text that does not contain "vol" AND also contains "02". For example, "happy02" would match, because it does not contain "vol' and it does contain "02".
"aggr,!vol&02". Matches text that contains "aggr" OR text that does not contain "vol" AND also contains "02".
"aggr,!vol&!infra". Matches text that contains "aggr" OR text that does not contain "vol" AND does not contain "infra".
"*". Matches all text.
"!*". Matches null values, typically represented as "--" in most pages.
"silo". Matches text that contains "silo".
" !silo ". Matches text that does not contain "silo".
" !^silo$ ". Matches all text except the text "silo", with no characters before or after.
"-3,7-8,11,24,50-". Matches numbers 1, 2, 3, 7, 8, 11, 24, 50, and all numbers greater than 50.
"-3,7-8,11,24,50-,a". Matches numbers 1, 2, 3, 7, 8, 11, 24, 50, and all numbers greater than 50, and text that includes "a".
"?n". Matches text that contains any single character and the character "n". For example, this string would match "an", "bn", "cn", "1n", and "2n".
"n*SAN". Matches text the contains "n", zero or any number of any characters and then "SAN". For example, the string would match "nSAN", and "nhamburgerSAN".
"^?n*SAN$”. Matches text that begins with any single character, is following by "n", and then zero or any number of any characters, and ends in "SAN".

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 SL1:

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.

SL1 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 SL1). 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 SL1.

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 SL1.
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 checkmark icon () 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 ().

Filtering the List of Events

The IT Service Events page includes a filter for each column, except Age/Elapsed. You can specify one or more parameters to filter the display of events. Only events that meet all the filter criteria will be displayed in the IT Service Events page.

The list of events is dynamically updated as you select each filter.

TIP: To return to the default list of events, select the Reset button.

For each filter (except Last Detected), you must enter text to match against. SL1 will search for events that match the text, including partial matches. Text matches are not case-sensitive. You can use the following special characters in each filter:

, (comma). Specifies an "or" operation. For example:

"dell, micro" matches all values that contain the string "dell" OR the string "micro".

& (ampersand). Specifies an "and" operation. For example:

"dell & micro" matches all values that contain the string "dell" AND the string "micro".

! (exclamation mark). Specifies a "not" operation. For example:

"!dell" matches all values that do not contain the string "dell".

Event Message. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the IT Service Events page will display only events that have a matching event message.
Acknowledged. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the IT Service Events page will display only events that have been acknowledged by a matching user account.
Ticket. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the IT Service Events page will display only events that have a matching ticket ID.
External Ticket. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the IT Service Events page will display only events that have a matching external ticket name or ID.

Last Detected. Only those events that match the specified detection date will be displayed. The choices are:

All. Display all events that match the other filters.
Last Minute. Display only events that have been detected within the last minute.
Last Hour. Display only events that have been detected within the last hour.
Last Day. Display only events that have been detected within the last day.
Last Week. Display only events that have been detected within the last week.
Last Month. Display only events that have been detected within the last month.
Last Year. Display only events that have been detected within the last year.

EID. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the IT Service Events page will display only events that have a matching event ID.
Source. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the IT Service Events page will display only events that have a matching source.
Count. You can enter text to match, including special characters (comma, ampersand, and exclamation mark), and the IT Service Events page will display only events that have a matching count number.

You can also apply advanced filters to the list of events. To apply advanced filters:

Click on the funnel icon ().
In the advanced filter fields, supply values.
Select the Apply button to apply the filters.

Viewing the Logs for an IT Service

To view the logs that SL1 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 SL1.
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.