BlackBerry Enterprise Server

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BlackBerry Enterprise Server

Version: 5.0 | Service Pack: 3

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BlackBerry Enterprise Server monitoring

solution

1 BlackBerry Monitoring Service

You can use the BlackBerry® Monitoring Service to monitor and troubleshoot issues with a BlackBerry® Enterprise Server in your organization's environment and to monitor the activity of the BlackBerry device users that are associated with a BlackBerry Enterprise Server.

The BlackBerry Monitoring Service monitors the BlackBerry Enterprise Server components. It polls each component and retrieves SNMP data that it stores in a database and displays in the BlackBerry Monitoring Service console.

Feature Description

web-based administration console You can use the BlackBerry Monitoring Service console to monitor a BlackBerry Enterprise Server in your organization's environment by creating thresholds that monitor the activity of BlackBerry Enterprise Server components. You can configure the BlackBerry Monitoring Service to send notification messages to contacts when a component's activity exceeds levels that you specify as acceptable.

The BlackBerry Monitoring Service console provides configuration settings and statistics that you can use to review BlackBerry Enterprise Server activity.

BlackBerry device dashboard You can use the BlackBerry device dashboard to access the BlackBerry Monitoring Service from BlackBerry devices. You can view alarms, messages, and the monitoring status of BlackBerry Enterprise Server instances and BlackBerry Enterprise Server components.

The BlackBerry device dashboard is available for BlackBerry devices that are running BlackBerry® Device Software version 4.5 or later.

monitoring of BlackBerry Enterprise Server components

The BlackBerry Monitoring Service can provide the following types of data: • configuration settings, such as the component name, component

version, and computer name

• statistics such as CPU usage, memory usage, number of requests to process, and number of processing threads

• BlackBerry® Client Access License information, such as the number of used and available licenses

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• messaging statistics, such as the number of email messages that BlackBerry devices send and receive

• messaging server information, such as the hung thread count • connection information for the BlackBerry Configuration Database,

BlackBerry Controller, and SRP connections user monitoring and diagnostic tests

for BlackBerry devices

You can use the BlackBerry Monitoring Service console to run diagnostic tests for BlackBerry devices and to identify any issues with BlackBerry devices. The BlackBerry device diagnostic tool is available for BlackBerry devices that are running BlackBerry® Device Software version 5.0 or later. The BlackBerry Monitoring Service can monitor the following types of data: • configuration information for BlackBerry devices, such as the PIN,

network type, and phone number

• message statistics, such as pending and expired email messages and email messages that BlackBerry devices send and receive

• BlackBerry device statistics, such as the battery level and wireless coverage

thresholds You can define thresholds that you can use to monitor components and BlackBerry device users. When the activity of a component or BlackBerry device user that the BlackBerry Monitoring Service monitors reaches a threshold, the BlackBerry Monitoring Service displays an alarm in the BlackBerry Monitoring Service console and sends notification messages to specific contacts.

notification messages You can configure the BlackBerry Monitoring Service to send notification messages to one or more recipients by creating a contact. A contact can include one or more email addresses, PINs, IP addresses, or phone numbers that support SMS text messages. If a component goes into an alarm state, the BlackBerry Monitoring Service sends a notification message to all of the recipients in the contact.

reports You can run default reports or create custom reports to return data about the BlackBerry Enterprise Server instances in your organization's

environment. You can export reports to a .csv file, a .pdf file, or an .html file. You can use the information that you collect from the reports to analyze historical data.

graphs You can use the BlackBerry Monitoring Service console to generate a graph that shows the historical activity of a component.

integration with a network management framework

The BlackBerry Monitoring Service can send notifications as SNMP trap messages. This permits you to integrate the BlackBerry Monitoring Service with a network management tool that can receive SNMP trap messages.

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The BlackBerry Monitoring Service sends an SNMP trap message when the activity of a component or BlackBerry device user that the BlackBerry Monitoring Service monitors reaches a threshold.

Web address and user roles for the BlackBerry Monitoring

Service console

Web address for the BlackBerry Monitoring Service console

When you install the BlackBerry® Monitoring Service, the installation wizard provides you with the web address for the BlackBerry Monitoring Service console.

The format of the web address is https://<host>:8443/webconsole/app, where <host> is the FQDN of the computer that hosts the BlackBerry Monitoring Service.

The installation process for the BlackBerry Monitoring Service adds an Internet shortcut file that is named

AccessBMSConsole to the computer that hosts the BlackBerry Monitoring Service. You can use the AccessBMSConsole Internet shortcut file to open the BlackBerry Monitoring Service console in a browser. The default location of the Internet shortcut file is <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server.

Open the BlackBerry Monitoring Service console on the computer that hosts the

BlackBerry Monitoring Service

On the computer that hosts the BlackBerry® Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Sever > BlackBerry Monitoring Service.

Roles and permissions for the BlackBerry Monitoring Service console

To access the BlackBerry® Monitoring Service console, you can use a valid Microsoft® Active Directory® account, a valid Novell® GroupWise® messaging server account, the administrator account that you created when you installed the BlackBerry® Enterprise Server, or a BlackBerry Administration Service account that can access the BlackBerry Monitoring Service console.

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Role Permission

Security Administrator performs all actions in the BlackBerry Administration Service console and BlackBerry Monitoring Service console

Enterprise Administrator views but cannot change BlackBerry device user accounts and performs all other actions in the BlackBerry Administration Service console and BlackBerry Monitoring Service console

Monitoring System Administrator performs all actions in the BlackBerry Monitoring Service console Monitoring View Administrator performs the following actions:

• views the BlackBerry solution topology, including servers and BlackBerry Enterprise Server components

• views configuration settings • views thresholds

• searches for BlackBerry device user accounts • views statistics for BlackBerry device user accounts • generates reports

• creates charts

• views alarms in the alarm panel • views messages in the messages area cannot perform the following actions: • start or stop monitoring a server • create or change thresholds • save or delete reports

• clear, suspend, or resume alarms • delete messages from the messages area • create or change maintenance windows • create or change contacts

• configure notifications for SNMP trap messages

Best practice: Creating administrator accounts that can access the

BlackBerry Monitoring Service console

Best practice Description

Create a group so that you can assign access to the BlackBerry® Monitoring Service console to

administrator accounts.

Consider the following guidelines:

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Best practice Description

• In the BlackBerry Administration Service, create a group and assign the Monitoring System

Administrator or Monitoring View Administrator role to the group.

• Add administrator accounts to the group. If you create an administrator account by assigning

permissions, assign specific permissions to the administrator account so that the administrator can search for BlackBerry device user accounts in the BlackBerry Monitoring Service console.

Consider the following guidelines :

• In the BlackBerry Administration Service, create an administrator account by assigning permissions to the administrator account.

• Assign the View a user permission and select the All groups option.

• Assign the View a device permission and select the All groups option.

If you do not assign the View a user and View a device permissions, when you search the BlackBerry

Monitoring Service console for BlackBerry device user accounts, the search does not return any results. For more information, see the BlackBerry Enterprise Server Administration Guide.

Overview of the BlackBerry Monitoring Service console

The BlackBerry® Monitoring Service console is a web-based administration tool that you can use to monitor BlackBerry® Enterprise Server components and BlackBerry device users. The BlackBerry Enterprise Server installation process provides you with the web address that you can use to access the BlackBerry Monitoring Service console. For more information about the installation process, see the BlackBerry Enterprise Server Installation Guide. The BlackBerry Monitoring Service console is divided into two panes.

Pane Description

tree view The tree view pane displays the monitoring and configuration menus which you can use to locate the BlackBerry Enterprise Server, component, or BlackBerry device that you want to monitor or the notification message that you want to configure.

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Pane Description

You can use the view pane to perform the following actions:

• turn on the BlackBerry Monitoring Service for a BlackBerry Enterprise Server

• define thresholds that you can use to monitor the following components: the BlackBerry Attachment Service, BlackBerry

Collaboration Service, BlackBerry Configuration Database, BlackBerry Controller, BlackBerry Dispatcher, BlackBerry MDS Connection Service, BlackBerry Messaging Agent, BlackBerry Policy Service, BlackBerry Router, and BlackBerry Synchronization Service

• define thresholds that you can use to monitor a BlackBerry device user • generate reports and graphs that show component activity

• manage server maintenance windows and thresholds

• create and manage contacts so that they can receive notification messages about alarms

BlackBerry device dashboard

You can use the BlackBerry® device dashboard to access the BlackBerry® Monitoring Service on BlackBerry devices using the BlackBerry® Browser. You can use the BlackBerry device dashboard to view alarms, messages, and the status of BlackBerry® Enterprise Server instances and BlackBerry Enterprise Server components. The BlackBerry device dashboard is available for BlackBerry devices that are running BlackBerry® Device Software version 4.5 or later.

To access the BlackBerry device dashboard, you must configure your BlackBerry device to use a direct TLS connection. In the BlackBerry device options, on the Security Options menu, on the TLS screen, you must configure the TLS Default setting to Handheld. After you configure the TLS Default setting, you can type the web address for the BlackBerry Monitoring Service console into the BlackBerry Browser.

The format of the web address is https://<host>:8443/webconsole/app, where <host> is the FQDN of the computer that hosts the BlackBerry Monitoring Service.

For BlackBerry devices that are running BlackBerry Device Software version 4.7 or later, on the BlackBerry Browser menu, you must select the Page View option so that you can view the pages of the BlackBerry device dashboard in the correct format.

You cannot view information about component connections such as the connections from the BlackBerry® Messaging Agent to the BlackBerry Configuration Database on the BlackBerry device dashboard. You also cannot view index entries and transactions for the BlackBerry Configuration Database.

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Turn on monitoring for a BlackBerry Enterprise Server

If you turn on monitoring for a BlackBerry® Enterprise Server, the BlackBerry® Monitoring Service polls each BlackBerry Enterprise Server component and retrieves SNMP data from the components. The BlackBerry® Monitoring Service stores the SNMP data in a database and displays it in the BlackBerry Monitoring Service console.

Before you begin: To monitor a BlackBerry Enterprise Server in your organization's environment, make sure that you have the SNMP port number and community name of the computer that hosts the BlackBerry Enterprise Server. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.

2. Click Manage servers.

3. In the list of SNMP servers, click the wrench icon beside the BlackBerry Enterprise Server that you want to monitor.

4. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community name for the computer that hosts the BlackBerry Enterprise Server. The community name is case sensitive.

5. Select the Turn on monitoring check box. 6. Click Save.

Turn on monitoring for a non-SNMP server

If you turn on monitoring for a non-SNMP server, the BlackBerry® Monitoring Service retrieves data about the BlackBerry Configuration Database from the BlackBerry Administration Service using the existing connection between the BlackBerry Monitoring Service and BlackBerry Administration Service. The BlackBerry Monitoring Service stores the data in a database and displays it in the BlackBerry Monitoring Service console.

1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers.

3. Click the wrench icon beside the non-SNMP server that you want to monitor.

4. In the Configuration section, confirm that the Turn on monitoring check box is selected. 5. Click Save.

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Monitoring BlackBerry Enterprise Server

components

2 Viewing configuration settings and activity levels of data

attributes of BlackBerry Enterprise Server components

The BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of BlackBerry® Enterprise Server components.

For example, you can view a component's configuration settings to identify which BlackBerry Enterprise Server instance hosts the component. You can view values of data attributes of a component to identify the current activity level or status of the data attributes, and you can create thresholds that you can use to monitor changes in the activity level of the data attributes. You cannot create thresholds to monitor configuration settings.

View configuration settings and activity levels of data attributes of

BlackBerry Enterprise Server components

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components.

2. Expand a BlackBerry® Enterprise Server component. 3. Click an instance of the component.

4. On the appropriate tab, locate the configuration settings or data attributes that you want to view. Related topics

Create a threshold that you can use to monitor a BlackBerry Enterprise Server component, 23

Generate a graph that shows data for a BlackBerry Enterprise Server

component

Graphs display data for a BlackBerry® Enterprise Server component from the previous 57 weeks. Graphs display daily averages of the value of a data attribute of a component. You can use the historical data in a graph to identify trends for a component's activity. You cannot create custom graphs.

1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components.

2. Expand a component.

3. Click an instance of a component.

4. Click a tab to view the data attribute that you want to graph.

5. Click the pie chart icon beside the data attribute that you want to graph.

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Data attributes of the BlackBerry Configuration Database

You can use the BlackBerry® Monitoring Service to monitor the data attributes of the BlackBerry Configuration Database. The following table shows the data attributes that you can monitor and configure thresholds for.

Data attribute Data attribute group Description

Data file size Configuration size, in KB, of the data file for the BlackBerry Configuration Database Fragmentation Index percentage of fragmentation for an index

Log file size Transaction Log size, in KB, of the transaction log files for the BlackBerry Configuration Database

Monitor the BlackBerry Configuration Database

You can use the BlackBerry® Monitoring Service to monitor data attributes of the BlackBerry Configuration Database. Before you begin:

Turn on monitoring for a non-SNMP server. A non-SNMP server is a server that the BlackBerry Monitoring Service does not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerry Configuration Database in the BlackBerry Monitoring Service console.

1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components > Database.

2. Click an instance of the BlackBerry Configuration Database.

3. Perform one of the following actions to locate the data attribute that you want to monitor: • On the Configuration tab view the data file size attribute.

• On the Index tab view the fragmentation attribute. • On the Transaction Log tab view the log file size attribute.

Data attributes of the BlackBerry Configuration Database

connections

You can monitor data attributes of the connection between the BlackBerry® Configuration Database and the other BlackBerry® Enterprise Server components. The following table shows the data attributes that you can monitor and configure thresholds for.

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Data attribute Description

Last error time the last time the connection closed unexpectedly

Transactions the number of transactions the component transmitted to the BlackBerry Configuration Database

Average response time

the average time, in milliseconds, it takes for the BlackBerry Configuration Database to respond to calls from a component

Errors the number of errors that the component received from the BlackBerry Configuration Database

Monitor connections to the BlackBerry Configuration

Database

You can use the BlackBerry® Monitoring Service to monitor the status and health of connections between the BlackBerry Configuration Database and other BlackBerry® Enterprise Server components.

Before you begin:

Turn on monitoring for a non-SNMP server. A non-SNMP server is a server that the BlackBerry® Monitoring Service does not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerry Configuration Database in the BlackBerry® Monitoring Service console.

1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components.

3. Click an instance of the component.

4. On the Database connection tab view the connection data attributes.

Monitoring BlackBerry Enterprise Server components that

you configured for high availability

If you create thresholds to monitor data attributes of BlackBerry® Enterprise Server components that you configured for high availability, you can specify whether a threshold continues to monitor a data attribute after the primary BlackBerry Enterprise Server fails over to the standby BlackBerry Enterprise Server, or whether it monitors the data attribute of a component of the primary BlackBerry Enterprise Server or standby BlackBerry Enterprise Server. To distinguish the components of the primary BlackBerry Enterprise Server from the components of the standby BlackBerry Enterprise Server, in the BlackBerry Monitoring Service console, in the BlackBerry solution topology, components of the primary BlackBerry Enterprise Server are displayed in plain text and components of the standby BlackBerry Enterprise Server are displayed in italic.

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Status of BlackBerry Enterprise Server components in the BlackBerry

Monitoring Service console after a failover occurs

If a BlackBerry® Enterprise Server component fails over to a standby BlackBerry Enterprise Server component, the BlackBerry Monitoring Service changes the status of the standby component to primary in the BlackBerry Monitoring Service console.

The BlackBerry Monitoring Service does not change the status of load-balanced components in the BlackBerry Monitoring Service console. The status of load-balanced components in the BlackBerry Monitoring Service console is always primary.

A failover stops the operation of specific components. The BlackBerry Monitoring Service console does not display components that the failover process stops.

Standby BlackBerry Enterprise Server

component High availability type

Status of standby component in the BlackBerry Monitoring Service console BlackBerry Attachment Service load-balanced pool primary, no change

BlackBerry Messaging Agent failover standby

BlackBerry Controller failover standby

BlackBerry Dispatcher failover standby

BlackBerry Collaboration Service failover standby BlackBerry MDS Connection Service failover standby BlackBerry Policy Service failover not displayed BlackBerry Router load-balanced pool primary, no change BlackBerry Synchronization Service failover not displayed

Monitoring hung threads for the BlackBerry Messaging

Agent

You can create a threshold for the BlackBerry® Messaging Agent to detect hung threads. A hung thread might prevent BlackBerry device users in your organization's BlackBerry Domain from sending or receiving email messages. If you configure the BlackBerry Monitoring Service to receive SNMP trap messages from the BlackBerry® Enterprise Server instances, the BlackBerry Monitoring Service console displays the messages about hung threads for the BlackBerry Messaging Agent in the messages area.

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Monitor hung threads for the BlackBerry Messaging Agent

If the BlackBerry® Messaging Agent experiences a hung thread, the BlackBerry Messaging Agent sends an SNMP trap message to the BlackBerry Monitoring Service within 50 minutes of experiencing the hung thread. If you create a threshold to monitor hung threads for the BlackBerry Messaging Agent, the threshold goes into an alarm state when the BlackBerry Monitoring Service receives the SNMP trap message from the BlackBerry Messaging Agent.

1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components > Messaging Agent.

2. Click an instance.

3. On the Statistics tab, click Hung threads. 4. In the Rule section, click Add rule.

5. In the Rule section, select the Active check box. 6. Perform one of the following tasks:

Task Steps

Create a rule using appropriate conditions for the default behavior of the BlackBerry Messaging Agent.

a. In the If VALUE is drop-down list, click If change in VALUE is. b. In the less than drop-down list, click greater than.

c. In the first field from the left, type 0. d. In the second field from the left, type 10. e. In the minute drop-down list, click minute.

f. In the warning drop-down list, click the alarm severity for the rule. If you changed the registry settings

for the number of times that the BlackBerry Messaging Agent sends SNMP trap messages when the BlackBerry Messaging Agent experiences a hung thread, create a rule using conditions that are appropriate for the changes that you made to the registry settings.

Use the drop-down lists to specify the conditions of the rule.

7. If you configured BlackBerry Messaging Agent high availability, in the Scope section, in the High Availability Scope drop-down list, click one of the following options:

• To continue monitoring a BlackBerry® Enterprise Server component after a failover occurs, click Both Primary/Active and Standby.

• To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only. • To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only. 8. Click Save.

9. Click Save.

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BlackBerry Enterprise Server components that the

BlackBerry Monitoring Service cannot monitor

BlackBerry® Enterprise Server components send SNMP data to the BlackBerry Monitoring Service. The BlackBerry Monitoring Service uses the SNMP data to monitor the components in the BlackBerry Monitoring Service console. A BlackBerry Router or BlackBerry Controller that is located on a computer that is separate from the computer that hosts the BlackBerry Enterprise Server does not send SNMP data to the BlackBerry Monitoring Service.

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Monitoring BlackBerry devices and user

activity

3 Search for a user account

Before you begin: Turn on monitoring for the BlackBerry® Enterprise Server. If you do not turn on monitoring, you cannot click user accounts in the search results.

1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users.

3. Perform one of the following actions:

• To search for all user accounts, click Search.

• To search for specific user accounts, specify the search criteria. Click Search. 4. Click the display name for the user account.

Viewing configuration settings and activity levels of data

attributes of BlackBerry device users

The BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of a BlackBerry device user. You can view the configuration settings to identify information such as the BlackBerry device PIN or the IT policies that you applied to the BlackBerry device user. You can view a data attribute to identify the current activity level or status of the BlackBerry device user and you can define thresholds that you can use to monitor a data attribute of a BlackBerry device user. You cannot define thresholds to monitor configuration settings for a BlackBerry device.

View configuration settings and activity levels of data attributes of

BlackBerry device users

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users.

3. Search for a user account.

4. Click the display name for the user account.

5. On the appropriate tab, locate the configuration settings or data attributes that you want to view. Related topics

Create a threshold that you can use to monitor a data attribute of a BlackBerry device user, 24

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Monitor user accounts that are not initialized

You can use the BlackBerry Monitoring Service to monitor user accounts that are not initialized. If a user account is not initialized, the user account is not functioning and the BlackBerry user cannot send or receive email messages. There are different reasons for a user account not being initialized, for example, you added the user account to the BlackBerry Enterprise Server but did not activate the user account, the wireless service provider might be experiencing issues, or the SIM card that is inserted in the device might be damaged or inserted incorrectly.

Before you begin: Configure the BlackBerry® Monitoring Service to receive SNMP trap messages from BlackBerry® Enterprise Server instances. If you do not configure the BlackBerry Monitoring Service to receive SNMP trap messages, you cannot display the reason that a user account is not initialized or the time that the initialization status changed. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.

2. Click Monitor users.

3. In the Initialization state drop-down list , click Not Initialized. 4. Click Search.

5. In the list of uninitialized user accounts, click the display name for a user account. The reason that the device is not initialized is displayed in red font near the top of the window.

Related topics

Generate and view a default report about BlackBerry device users, 37

BlackBerry device diagnostic test

The BlackBerry® device diagnostic test in the BlackBerry Monitoring Service console uses the diagnostic tool client that is located on a BlackBerry device to retrieve diagnostic data for the BlackBerry device. The diagnostic tool client is included in the latest BlackBerry® Device Software version. The BlackBerry Monitoring Service console does not display data for a BlackBerry device that does not include the diagnostic tool client.

The BlackBerry device diagnostic tool tests connection points in the BlackBerry® Infrastructure and BlackBerry Domain. If a BlackBerry device experiences connectivity issues, the BlackBerry Monitoring Service console might not display diagnostic data.

Diagnostic data indicates the signal strength of the BlackBerry device and if the BlackBerry device can perform the following actions:

• connect to the wireless network

• register with the BlackBerry Infrastructure • connect to the BlackBerry Infrastructure

• send a PIN message to the BlackBerry® Enterprise Server

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Run a diagnostic test for a BlackBerry device from the BlackBerry

Monitoring Service console

Because the BlackBerry® Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostic test returns results within approximately 40 minutes of a request. It takes 20 minutes for the BlackBerry

Synchronization Service to send the diagnostic test request to the BlackBerry device and 20 minutes for the BlackBerry Synchronization Service to retrieve the diagnostic test results.

Before you run the diagnostic test, ping the BlackBerry device to verify that the BlackBerry device is not experiencing connectivity issues.

Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version of the BlackBerry® Device Software.

4. Click the display name for the user account. 5. Click Run diagnostic test.

6. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, check the Time stamp value to determine whether the diagnostic test results are current.

If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of a previous diagnostic test.

Run a diagnostic test for a BlackBerry device from the BlackBerry device

The BlackBerry® device stores the diagnostic test results and can display the results to BlackBerry device users. The BlackBerry Synchronization Service synchronizes the diagnostic test results with the BlackBerry® Enterprise Server over the wireless network.

Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version of the BlackBerry® Device Software.

1. On the BlackBerry device, in the device options, click Mobile Network. 2. Press the Menu key.

3. Click Diagnostics Test. 4. Press the Menu key. 5. Click Run.

After you finish:

To send the test results in an email message, press the Menu key. Click Email Report or PIN Report. In the To field, type the recipient's email address. On the menu, click Send.

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Ping a BlackBerry device

You can ping a BlackBerry® device to determine if you can exchange email messages with the BlackBerry device, and to determine the response time of the BlackBerry device in seconds.

1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor users.

4. Click the display name for the user account. 5. Click Run ping test.

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Using thresholds to monitor BlackBerry

Enterprise Server components and BlackBerry

device users

4 Creating thresholds, rules, and alarms

You can use the BlackBerry® Monitoring Service console to create a threshold that determines when a data attribute of a BlackBerry® Enterprise Server component or BlackBerry device user is in an alarm state. You can create a threshold by defining one or more rules for a threshold. When you define a rule for a threshold, you specify the activity levels of a data attribute that you want to monitor and an alarm severity to categorize the activity level. The BlackBerry Monitoring Service console displays a value that indicates the current activity level for a data attribute. For example, the BlackBerry Monitoring Service console displays the number of threads that are running for the BlackBerry Attachment Service when you view the Processing threads data attribute.

After you create a threshold for a data attribute of a BlackBerry Enterprise Server component or BlackBerry device user and the activity level of the data attribute of the component or BlackBerry device user meets the conditions of a rule for the threshold, the BlackBerry Monitoring Service generates a notification message and displays an alarm in the BlackBerry Monitoring Service console.

Thresholds and rules can have one of the following alarm states: • fail state of error

• fail state of warning • fail state of critical • pass state

• not configured

For example, if you create a rule with an alarm severity of critical, any activity of the data attribute that meets the conditions of the rule causes the BlackBerry Monitoring Service to change the alarm state of the data attribute to critical.

The BlackBerry Monitoring Service console contains default thresholds that you can use to monitor the connection status of the BlackBerry Enterprise Server components. The BlackBerry Monitoring Service changes the alarm state to critical for a component that is not connected. You can use the BlackBerry Monitoring Service console to change or delete default thresholds.

Rule types

Rule type Description

value-based You can use a value-based rule to identify when a data attribute meets one of the following conditions:

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Rule type Description

• the value of the data attribute equals a value that you specify • the value of the data attribute is not equal to a value that you specify • the value of the data attribute is within two values of the value that

you specify

time-based You can use a time-based rule to identify when a value for a data attribute changes during a specific period of time. For example, use a time-based rule to identify when the value of a data attribute changes by x amount within x minutes.

Create a threshold that you can use to monitor a BlackBerry Enterprise

Server component

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components.

3. Click an instance of the component.

4. On the tab for the data attribute that you want to monitor, click the data attribute. 5. In the Rule section, click Add rule.

6. In the Rule section, select the Active check box.

7. Use the drop-down lists to specify the conditions of the rule.

8. For BlackBerry® Enterprise Server components that you configured for high availability, in the Scope section, in the High Availability Scope drop-down list, click one of the following options:

• To continue monitoring a component after a failover occurs, click Both Primary/Active and Standby. • To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only. • To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only. 9. Click Save.

10. Click Save.

Example: Monitoring how much memory the BlackBerry Dispatcher component uses

If you want to configure a warning for when the BlackBerry Dispatcher uses more than 15,000 KB of memory, you can create a value-based threshold for the Memory use data attribute. In the Rule section, specify the following values:

• If VALUE is • greater than

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Create a threshold that you can use to monitor a data attribute of a

BlackBerry device user

You can create a threshold that you can use to monitor a data attribute of a BlackBerry® device user. You can monitor activity such as the total number of email messages that are pending delivery to the BlackBerry device.

4. Click the display name for the user account.

5. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute. 6. In the Rule section, click Add rule.

7. In the Rule section, select the Active check box.

8. In the drop-down lists and fields, specify the conditions of the rule. 9. Click Save.

10. Click Save.

Example: Monitoring how often an encryption key is generated for a BlackBerry device

If you want to monitor how often an encryption key is generated for a BlackBerry device and you want to create multiple alarm severities, you can create a threshold for the data attribute that is named Last generation time for the encryption key if you define multiple time-based rules for the threshold. The order that you create rules for a threshold in determines the priority of the rules. For example, the first rule that you created is the highest priority. To create the first rule, in the Rule section, specify the following values:

• If elapsed time since VALUE is • greater than

• 45 • Day • Critical

To create the second rule, in the Rule section, specify the following values: • If elapsed time since VALUE is

• greater than • 30

• Day • Error

To create the third rule, in the Rule section, specify the following values: • If elapsed time since VALUE is

• greater than

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• 21 • Day • Warning

Changing and deleting rules

Change the conditions of a rule

1. Perform one of the following tasks:

Task Steps

Locate a rule for a data attribute of a BlackBerry® Enterprise Server component.

a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components.

b. Expand a component.

c. Click an instance of a component. Locate a rule for a data attribute of

a BlackBerry device user. a. In the BlackBerry Monitoring Service console, on the Monitoring_{menu, expand Users.} b. Click Monitor Users.

c. Search for a user account.

d. Click the display name for the user account. 2. On the tab for the data attribute you want to change a rule for, click the data attribute.

3. In the Rule section, in the Actions column, click the wrench icon for the rule that you want to change. 4. In the Rule section, change the conditions of the rule.

5. Click Save. 6. Click Save.

Delete a rule

Task Steps

Locate a rule for a data attribute of a BlackBerry® Enterprise Server component.

a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain

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Task Steps Locate a rule for a data attribute of

a BlackBerry device user. a. In the BlackBerry Monitoring Service console, on the Monitoring_{menu, expand Users.} b. Click Monitor Users.

d. Click the display name for the user account. 2. On the tab for the data attribute you want to delete a rule for, click the data attribute.

3. In the Rule section, in the Actions column, click the trash can icon for the rule that you want to delete. 4. Click Yes - delete the rule.

Changing the order that rules appear in the BlackBerry Monitoring Service

console

When you create multiple rules, the BlackBerry® Monitoring Service console lists the rules in the order that you create them.

When the conditions of a rule are met, the BlackBerry Monitoring Service updates the alarm state of a threshold with the alarm severity of the first rule that you create for the threshold. For example, if the rule generates an alarm severity of warning, a yellow icon displays the alarm severity of warning in the BlackBerry Monitoring Service console and the BlackBerry Monitoring Service generates a warning alarm. If you create a second rule for a threshold with an alarm severity of critical, the BlackBerry Monitoring Service maintains the alarm severity of warning for the threshold. To update the threshold with the alarm severity of critical (a red icon) , you can reorder the rules manually so that the BlackBerry Monitoring Service processes the rule with the alarm severity of critical first.

Change the order of rules for a threshold

Task Steps

Locate a threshold for a data attribute of a BlackBerry® Enterprise Server component.

c. Click an instance of a component. Locate a threshold for a data

attribute of a BlackBerry device user.

a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.

b. Click Monitor Users. c. Search for a user account.

d. Click the display name of the user account. 2. On the tab for the data attribute that you want to reorder rules for, click the data attribute.

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3. In the Rule section, in the Actions column, click the up arrow and down arrow icons to reorder the rules. 4. Click Save.

Specify a threshold maintenance window

You can specify a threshold maintenance window so that you can suspend threshold monitoring for a recurring period of time. If you also specify a server maintenance window, the BlackBerry® Monitoring Service does not monitor the threshold for the entire time that the two maintenance windows occur.

Task Steps

Locate a threshold for a data attribute of a BlackBerry® Enterprise Server component.

c. Click an instance of a component. Locate a threshold for a data

attribute of a BlackBerry device user.

a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.

b. Click Monitor Users. c. Search for a user account.

d. Click the display name for the user account.

2. On the tab for the data attribute that has the threshold that you want to schedule a maintenance window for, click the data attribute.

3. Click Edit threshold maintenance window.

4. Specify the day and time that you want the maintenance window to occur at. 5. Click Save.

6. Click Save.

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Alarms

5 Identifying alarms

If the thresholds that you created for data attributes of the BlackBerry® Enterprise Server components or BlackBerry device users are in a pass state or fail state, the BlackBerry® Monitoring Service console displays alarm icons beside the alarm panel, BlackBerry solution topology, or users area.

Color, state, and severity of alarm icons

Alarm icon Alarm state Description

none You did not define or activate a threshold for the data attribute.

pass The conditions of the rules for the threshold are not met. fail The threshold has an alarm severity of warning (low). fail The threshold has an alarm severity of error (medium). fail The threshold has an alarm severity of critical (high).

Identifying alarms and alarm severity in the alarm panel

In the BlackBerry® Monitoring Service console, in the alarm panel, you can view the list of thresholds for data attributes of BlackBerry® Enterprise Server components or BlackBerry device users that are in a fail state. Thresholds that are in a fail state have an alarm severity of critical, error, or warning.

When you create a rule for a threshold, you must specify an alarm severity for the rule. When the activity of the data attribute that you created a threshold for meets the conditions of a rule, the threshold goes into a fail state. When the threshold goes into a fail state, the alarm panel in the BlackBerry Monitoring Service console displays the threshold with the following information:

• date and time that the threshold went into a fail state • alarm severity (critical, error, or warning)

• name of the computer that hosts the BlackBerry Enterprise Server component or BlackBerry device user • name and data attribute of the component or the display name for the BlackBerry device user and data attribute

of the BlackBerry device user

The alarm panel displays the alarm state of each threshold using alarm icons. A threshold can have multiple rules, and each rule can have a different alarm severity, but the alarm panel can display only one alarm icon for a threshold. The alarm panel displays the alarm icon for a threshold in a fail state in the color that represents the alarm severity that is the highest priority. The order that you create rules for a threshold in determines the priority of the rules; for example, where the first rule that you created is the highest priority. You can change the priority of the rules for a threshold if you change the order of the rules manually.

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Check for alarms for a BlackBerry Enterprise Server component or

BlackBerry device user

To determine if the thresholds that you created are in a pass state or fail state, you can check the color of the alarm icons in the BlackBerry® solution topology and users area in the monitoring menu of the BlackBerry Monitoring Service console. In the BlackBerry solution topology, you can view alarm icons for the BlackBerry Domain, BlackBerry® Enterprise Server instances, and BlackBerry Enterprise Server components.

The alarm icons are located beside the names of the tabs in the BlackBerry Monitoring Service console. The alarm icon that is located beside the name of a tab is the same color as the alarm with the highest severity for a threshold of a data attribute that appears on the tab.

Task Steps

Check for alarms for a component a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components.

c. Click an instance of the component. Check for alarms for a BlackBerry

device user a. In the BlackBerry Monitoring Service console, on the Monitoring_{menu, expand Users.} b. Click Monitor Users.

d. Click the display name for the user account.

2. On the appropriate tab, check the pass state or fail state of the thresholds for the data attributes of the BlackBerry Enterprise Server components or BlackBerry device users.

Managing alarms in the alarm panel

Sort thresholds in the alarm panel

You can sort thresholds in the alarm panel of the BlackBerry® Monitoring Service console using the following information:

• date and time that the thresholds went into an alarm state

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• BlackBerry Enterprise Server components and data attributes of the BlackBerry Enterprise Server components that have a threshold that is in an alarm state or BlackBerry device users and data attributes of the BlackBerry device users that have a threshold that is in an alarm state

1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Click the appropriate column header.

Suspend and resume alarms

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Perform one of the following actions:

• To suspend one alarm, click Suspend beside the appropriate alarm. • To suspend all alarms, click Suspend all.

After you finish: To re-activate one or more of the alarms, perform one of the following actions: • To re-activate one alarm, click Resume beside the appropriate alarm.

• To re-activate all alarms, click Resume all.

Delete alarms

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Perform one of the following actions:

• To delete one alarm, click Clear beside the appropriate alarm.

• To delete all alarms or all alarms that are the same alarm severity, in the Clear drop-down list, click the appropriate option. Click Clear.

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Configuring notification messages

6 Configuring how the BlackBerry Monitoring Service sends

notification messages

Configure the BlackBerry Monitoring Service to send notification messages

to email addresses through a messaging server in your organization's

environment

To send notification email messages to contacts, you must provide the BlackBerry® Monitoring Service with the SMTP settings for the messaging server. The messaging server must be located on the same network as the computer that hosts the BlackBerry Monitoring Service.

If the messaging server requires SMTP authentication, you must specify the name and password of a user account with the appropriate SMTP permissions in the BlackBerry Monitoring Service console.

1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services.

2. Click Email.

3. Click Edit configuration.

4. Add the SMTP settings for the messaging server. 5. To test the SMTP settings, send a test email message.

a. In the Test address field, type your email address. b. Click Test email.

c. Check the inbox of your email account to confirm that the BlackBerry Monitoring Service sent the test email message.

6. Click Save.

Configure the BlackBerry Monitoring Service to send SMS text messages

To send notification messages as SMS text messages from the BlackBerry® Monitoring Service to contacts, you must connect a wireless modem that supports the AT command set to the computer that hosts the BlackBerry Monitoring Service. The BlackBerry Monitoring Service is designed to detect a modem after you connect it to the computer that hosts the BlackBerry Monitoring Service. You cannot use a BlackBerry device as a modem to send SMS text messages. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification

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a. In the Test SMS field, type the phone number that supports SMS text messages. b. Click Test SMS.

c. Check the BlackBerry device to confirm that the BlackBerry Monitoring Service sent the test SMS text message.

5. Click Save.

Changing the email address that the BlackBerry Monitoring Service uses to

send PIN messages

The BlackBerry® Monitoring Service can send notification messages as PIN messages to contacts. The email address in the From field of the PIN messages is the same email address that the BlackBerry Administration Service uses to send BlackBerry Enterprise Server system messages. You can change the email address in the BlackBerry

Administration Service. For more information about specifying an email address for the BlackBerry Administration Service, see the BlackBerry Enterprise Server Administration Guide.

Creating contacts

You can create contacts and configure the BlackBerry® Monitoring Service to send notification messages to one or more intended recipients using email addresses, PINs, phone numbers that support SMS text messages, or IP addresses that can receive SNMP trap messages. If a threshold goes into a pass state or fail state, the BlackBerry Monitoring Service sends notification messages to recipients that you specified in the BlackBerry Monitoring Service console when you created the contacts.

Before you can create contacts, you must add email addresses, PINs, phone numbers that support SMS text messages, or IP addresses to the BlackBerry Monitoring Service console.

Adding addresses to the BlackBerry Monitoring Service console so that you

can create contacts

Add email addresses for recipients that do not belong to the BlackBerry Domain that

the BlackBerry Monitoring Service monitors

The BlackBerry® Monitoring Service can send notification messages to any active email address. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses.

3. Click Create new email or trap IP address. 4. In the Type drop-down list, click Email. 5. In the Address field, type the email address. 6. Click Save.

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Add an IP address so that you can send SNMP trap messages to computers that are

not in your organization's environment

You can configure the BlackBerry® Monitoring Service and your organization's firewalls so that the BlackBerry Monitoring Service can send notification messages as SNMP trap messages to computers that are not in your organization's environment. In the BlackBerry Monitoring Service console, you must configure the computers to receive SNMP trap messages, and you must specify the IP address, SNMP port number, and SNMP community name of the computers. By default, if you do not provide the BlackBerry Monitoring Service console with this information, the BlackBerry Monitoring Service uses port 162 and the community name "public" when it sends SNMP trap messages to the computer.

1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses.

3. Click Create new email or trap IP address. 4. In the Type drop-down list, click Trap. 5. In the Address field, type the IP address.

6. To specify the SNMP port number and SNMP community name of the computer, in the Address field, after the IP address, type the SNMP port number and SNMP community name using the following format:

<ip_address>:<port_number>:<community>. 7. Click Save.

Add contact information for a BlackBerry device user in your organization's

BlackBerry Domain

You can add the email address, PIN, or phone number of BlackBerry® device users that are part of your organization's BlackBerry Domain to the list of addresses in the BlackBerry Monitoring Service console that you use to create contacts.

1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses.

3. Click Search BlackBerry enabled users for email, PIN or SMS address. 4. Perform one of the following actions:

• To search for all user accounts, click Search.

• To search for a specific user account, specify search criteria. Click Search. 5. Click the display name for the user account.

6. Perform any of the following actions:

• To add the email address of the user account, click Add email address to the address list. • To add the PIN of the user account, click Add PIN address to the address list.

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Create contacts

Before you begin: Add email addresses, PINs, phone numbers that support SMS text messages, and IP addresses for SNMP trap messages to the BlackBerry® Monitoring Service console so that you can create a list of addresses that you can use to create contacts.

1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage contacts.

3. Click Create new contact.

4. In the Name field, type the name of the contact.

5. To specify the alarm severities that the BlackBerry Monitoring Service notifies the contact about, in the Severity levels section, select the critical, warning, or error check boxes.

6. To send a notification message to the contact when a threshold goes into a pass state, select the Notify on pass check box.

7. To send a notification message to the contact when the BlackBerry Monitoring Service receives an SNMP trap message, select the Notify on event check box.

8. To add addresses to the contact, in the Available addresses list, select the addresses and click Add. 9. To specify the BlackBerry® Enterprise Server components that have thresholds that you want to notify the

contact about, perform the following actions:

a. In the Available servers list, select the names of the computers that host the BlackBerry Enterprise Server components.

b. Click Add. 10. Click Save.

Change contact information

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage contacts.

3. In the Name column, click the name of the contact. 4. Click Edit configuration.

5. Change the appropriate settings. 6. Click Save.

Delete contacts

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage contacts.

3. In the Name column, click the name of the contact. 4. Click Delete.

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Receiving SNMP trap messages

You can configure the BlackBerry® Monitoring Service to receive SNMP trap messages from the BlackBerry® Enterprise Server instances so that you can obtain information about the activity and connection status of the BlackBerry Enterprise Server instances and components from the SNMP trap messages. SNMP trap messages are listed in the messages area of the BlackBerry Monitoring Service console.

If the computer that hosts the BlackBerry Monitoring Service has multiple IP addresses, you can specify which IP address receives SNMP trap messages. If you do not specify an IP address, and the computer that hosts the BlackBerry Monitoring Service has multiple IP addresses, the BlackBerry Monitoring Service will check all of the IP addresses for incoming SNMP trap messages. By default, if you do not provide an SNMP port number or SNMP community name, the BlackBerry Monitoring Service uses port 162 and the community name "public" to receive SNMP trap messages. Do not install a third-party SNMP trap viewer on the computer that hosts the BlackBerry Monitoring Service because the BlackBerry Monitoring Service might not receive or display the SNMP trap messages.

Receive SNMP trap messages from BlackBerry Enterprise Server instances

Before you begin: You must configure the computers that host the BlackBerry® Enterprise Server instances to send SNMP trap messages to the computer that hosts the BlackBerry Monitoring Service.

1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Incoming traps. 2. Click Manage traps.

3. Click Edit configuration.

4. Select the Trap listener enabled check box.

5. To receive SNMP trap messages from a specific computer, perform the following actions:

• In the Trap IP field, type the IP address of the computer that you want to receive SNMP trap messages from. • In the Trap port field, type the port number of the computer that you want to receive SNMP trap messages

from.

• In the Community field, type the community name of the computer that you want to receive SNMP trap messages from.

6. Click Save.

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Messages in the messages area of the

BlackBerry Monitoring Service console

7 Viewing messages

The BlackBerry® Monitoring Service creates a message in the messages area of the BlackBerry Monitoring Service console when one of the following events occurs:

• threshold goes into an alarm state • threshold goes into a pass state

• BlackBerry Monitoring Service receives an SNMP trap message

• BlackBerry Monitoring Service cannot connect to the BlackBerry Administration Service • BlackBerry® Enterprise Server instance fails over

Each message in the messages area includes the date, time, and a short description of the event that occurred.

View messages

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Messages. 2. Click the envelope icon beside the appropriate message.

Delete messages

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Messages. 2. Perform one of the following actions:

• To delete one message, click Delete beside the appropriate message. • To delete all of the messages, click Delete all messages.

BlackBerry Enterprise Server

BlackBerry Enterprise Server

Version: 5.0 | Service Pack: 3

Contents

BlackBerry Enterprise Server monitoring

solution

1

BlackBerry Monitoring Service

Web address and user roles for the BlackBerry Monitoring

Service console

Web address for the BlackBerry Monitoring Service console

Open the BlackBerry Monitoring Service console on the computer that hosts the

BlackBerry Monitoring Service

Roles and permissions for the BlackBerry Monitoring Service console

Best practice: Creating administrator accounts that can access the

BlackBerry Monitoring Service console

Overview of the BlackBerry Monitoring Service console

BlackBerry device dashboard

Turn on monitoring for a BlackBerry Enterprise Server

Turn on monitoring for a non-SNMP server

Monitoring BlackBerry Enterprise Server

components

2

Viewing configuration settings and activity levels of data

attributes of BlackBerry Enterprise Server components

View configuration settings and activity levels of data attributes of

BlackBerry Enterprise Server components

Generate a graph that shows data for a BlackBerry Enterprise Server

component

Data attributes of the BlackBerry Configuration Database

Monitor the BlackBerry Configuration Database

Data attributes of the BlackBerry Configuration Database

connections

Monitor connections to the BlackBerry Configuration

Database

Monitoring BlackBerry Enterprise Server components that

you configured for high availability

Status of BlackBerry Enterprise Server components in the BlackBerry

Monitoring Service console after a failover occurs

Monitoring hung threads for the BlackBerry Messaging

Agent

Monitor hung threads for the BlackBerry Messaging Agent

BlackBerry Enterprise Server components that the

BlackBerry Monitoring Service cannot monitor

Monitoring BlackBerry devices and user

activity

3

Search for a user account

Viewing configuration settings and activity levels of data

attributes of BlackBerry device users

View configuration settings and activity levels of data attributes of

BlackBerry device users

Monitor user accounts that are not initialized

BlackBerry device diagnostic test

Run a diagnostic test for a BlackBerry device from the BlackBerry

Monitoring Service console

Run a diagnostic test for a BlackBerry device from the BlackBerry device

Ping a BlackBerry device

Using thresholds to monitor BlackBerry

Enterprise Server components and BlackBerry

device users

4

Creating thresholds, rules, and alarms

Rule types

Create a threshold that you can use to monitor a BlackBerry Enterprise

Server component

Create a threshold that you can use to monitor a data attribute of a

BlackBerry device user

Changing and deleting rules

Change the conditions of a rule

Delete a rule

Changing the order that rules appear in the BlackBerry Monitoring Service

console

Change the order of rules for a threshold

Specify a threshold maintenance window

Alarms

5

Identifying alarms

Color, state, and severity of alarm icons

Identifying alarms and alarm severity in the alarm panel