ETEWatch Customizer User’s Guide,...

User’s GuideETEWatch CustomizerTM

Version 1.1.0

GC32-9210-00

May 2001

Candle Corporation201 North Douglas Street

El Segundo, California 90245

2 ETEWatch Customizer User’s Guide, Version 1.1.0

Registered trademarks and service marks of Candle Corporation: AF/OPERATOR, AF/PERFORMER, AF/REMOTE, Availability Command Center, Candle, Candle Command Center, Candle Direct logo, Candle Electronic Customer Support, Candle logo, Candle Management Server, Candle Management Workstation, Candle Technologies, CL/CONFERENCE, CL/SUPERSESSION, CommandWatch, CT, CT/Data Server, CT/DS, DB Logo, DB/DASD, DB/EXPLAIN, DB/MIGRATOR, DB/QUICKCHANGE, DB/QUICKCOMPARE, DB/SMU, DB/Tools, DB/WORKBENCH, DELTAMON, ETEWatch, IntelliWatch, IntelliWatch Pinnacle, MQSecure, MQView, OMEGACENTER, OMEGAMON, OMEGAMON/e, OMEGAMON II, OMEGAMON Monitoring Agent, OMEGAVIEW, OMEGAVIEW II, PQEdit, Solutions for Networked Applications, Solutions for Networked Businesses, and Transplex.Trademarks and service marks of Candle Corporation: Alert Adapter, Alert Adapter Plus, Alert Emitter, AMS, Amsys, AutoBridge, AUTOMATED FACILITIES, Availability Management Systems, Candle Alert, Candle Business Partner Logo, Candle Command Center/SentinelManager, Candle CommandPro, CandleLight, CandleNet, CandleNet 2000, CandleNet Command Center, CandleNet eBP, CandleNet eBP Access for S.W.I.F.T., CandleNet eBP Administrator, CandleNet eBP Broker Access, CandleNet eBP Configuration, CandleNet eBP Connector, CandleNet eBP File Transfer, CandleNet eBP Host Connect, CandleNet eBP Object Access, CandleNet eBP Object Browser, CandleNet eBP Secure Access, CandleNet eBP Service Directory, CandleNet eBP Universal Connector, CandleNet eBP Workflow Access, CandleNet eBusiness Assurance, CandleNet eBusiness Exchange, CandleNet eBusiness Platform, CandleNet eBusiness Platform Administrator, CandleNet eBusiness Platform Connector, CandleNet eBusiness Platform Connectors, CandleNet eBusiness Platform Powered by Roma Technology, CandleNet eBusiness Platform Service Directory, CandleNet Portal, CCC, CCP, CEBA, CECS, CICAT, CL/ENGINE, CL/GATEWAY, CL/TECHNOLOGY, CMS, CMW, Command & Control, Connect-Notes, Connect-Two, CSA ANALYZER, CT/ALS, CT/Application Logic Services, CT/DCS, CT/Distributed Computing Services, CT/Engine, CT/Implementation Services, CT/IX, CT/Workbench, CT/Workstation Server, CT/WS, Design Network, DEXAN, e2e, eBA, eBA*ServiceMonitor, eBA ServiceNetwork, eBAA, eBAAuditor, eBAN, eBANetwork, eBAAPractice, eBP, eBusiness Assurance, eBusiness Assurance Network, eBusiness at the speed of light, eBusiness at the speed of light logo, eBusiness Exchange, eBusiness Institute, eBusiness Platform eBX, End-to-End, ENTERPRISE, Enterprise Candle Command Center, Enterprise Candle Management Workstation, Enterprise Reporter Plus, EPILOG, ER+, ERPNet, ESRA, ETEWatch Customizer, HostBridge, InterFlow, Candle InterFlow, Lava Console, MessageMate, Messaging Mastered, Millennium Management Blueprint, MMNA, MQADMIN, MQEdit, MQEXPERT, MQMON, NBX, NetGlue, NetGlue Extra, NetMirror, NetScheduler, OMA, OMC Gateway, OMC Status Manager, OMEGACENTER Bridge, OMEGACENTER Gateway, OMEGACENTER Status Manager, OMEGAMON Management Center, OSM, PC COMPANION, Performance Pac, PowerQ, PQConfiguration, PQScope, Response Time Network, Roma, Roma Application Manager, Roma Broker, Roma BSP, Roma Connector, Roma Developer, Roma FS/A, Roma FS/Access, RomaNet, Roma Network, Roma Object Access, Roma Secure, Roma WF/Access, Roma Workflow Access, RTA, RTN, SentinelManager, Somerset, Somerset Systems, Status Monitor, The Millennium Alliance, The Millennium Alliance logo, The Millennium Management Network Alliance, TMA2000, Tracer, Unified Directory Services, Volcano and ZCopy.Trademarks and registered trademarks of other companies: AIX, DB2, and MQSeries are registered trademarks of International Business Machines Corporation. SAP is a registered trademark and R/3 is a trademark of SAP AG. UNIX is a registered trademark in the U.S. and other countries, licensed exclusively through X/Open Company Ltd. HP-UX is a trademark of Hewlett-Packard Company. SunOS is a trademark of Sun Microsystems, Inc. All other company and product names used herein are trademarks or registered trademarks of their respective companies.

Copyright © May 2001, Candle Corporation, a California corporation. All rights reserved. International rights secured.

Threaded Environment for AS/400, Patent No. 5,504,898; Data Server with Data Probes Employing Predicate Tests in Rule Statements (Event Driven Sampling), Patent No. 5,615,359; MVS/ESA Message Transport System Using the XCF Coupling Facility, Patent No. 5,754,856; Intelligent Remote Agent for Computer Performance Monitoring, Patent No. 5,781,703; Data Server with Event Driven Sampling, Patent No. 5,809,238; Threaded Environment for Computer Systems Without Native Threading Support, Patent No. 5,835,763; Object Procedure Messaging Facility, Patent No. 5,848,234; End-to-End Response Time Measurement for Computer Programs, Patent No. 5,991,705; Communications on a Network, Patent Pending; Improved Message Queuing Based Network Computing Architecture, Patent Pending; User Interface for System Management Applications, Patent Pending.

NOTICE: This documentation is provided with RESTRICTED RIGHTS. Use, duplication, or disclosure by the Government is subject to restrictions set forth in the applicable license agreement and/or the applicable government rights clause.This documentation contains confidential, proprietary information of Candle Corporation that is licensed for your internal use only. Any unauthorized use, duplication, or disclosure is unlawful.

Contents 3

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Adobe Portable Document Format . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

What’s New in Version 1.1.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 1. Introducing the Customizer. . . . . . . . . . . . . . . . . . . . . . . . . . . . 11What ETEWatch Customizer Does . . . . . . . . . . . . . . . . . . . . . . . . . . 12How ETEWatch Customizer Works . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 2. Installing the Customizer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Installation and Uninstallation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Chapter 3. Using the Customizer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Creating or Opening a Project . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Providing Project Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Providing Application Information. . . . . . . . . . . . . . . . . . . . . . . . . . . 24Selecting an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Defining Start Transaction Events . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Defining Update Transaction Events . . . . . . . . . . . . . . . . . . . . . . . . . 29Defining Events to Ignore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Defining End Transaction Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Defining User Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Using the ETEWatch Spy Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Using the Network Spy Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Setting Other Keywords. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Adding Title Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Defining Another Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Reviewing and Confirming Settings . . . . . . . . . . . . . . . . . . . . . . . . . . 46Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Contents


Appendix A. Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Preface 5

Preface

IntroductionThis guide gives instructions for:

n installing and configuring ETEWatch Customizer™

n using the Customizer to create ETEWatch® behavior modules

Who should use this documentThis document is intended for use by administrators of networked applications.

Other documentationOnline help is available from every dialog of the Customizer. To view help, click the Help button.

For detailed information about ETEWatch and the ETEWatch Collector, see the CandleNet™ ETEWatch User’s Guide.

We would like to hear from youCandle welcomes your comments and suggestions for changes or additions to this User’s Guide. A comment form located at the back of the book provides simple instructions for communicating with the Candle Information Development department.

You can also send e-mail to [email protected]. Please include ETEWatch Customizer User’s Guide, Version 1.1.0 in the subject line.

P

Adobe Portable Document Format



Printing this bookCandle supplies documentation in the Adobe Portable Document Format (PDF). The Adobe Acrobat Reader will print PDF documents with the fonts, formatting, and graphics in the original document. To print a Candle document, do the following.

1. Specify the print options for your system. From the Acrobat Reader Menu bar, select File > Page Setup… and make your selections. A setting of 300 dpi is highly recommended as is duplex printing if your printer supports this option.

2. To start printing, select File > Print... on the Acrobat Reader Menu bar.

3. On the Print pop-up, select one of the Print Range options forn All

n Current page

n Pages from: [ ] to: [ ]

4. (Optional). Select the Shrink to Fit option if you need to fit oversize pages to the paper size currently loaded on your printer.

Printing problems?The print quality of your output is ultimately determined by your printer. Sometimes printing problems can occur. If you experience printing problems, potential areas to check are:

n settings for your printer and printer driver. (The dpi settings for both your driver and printer should be the same. A setting of 300 dpi is recommended.)

n the printer driver you are using. (You may need a different printer driver or the Universal Printer driver from Adobe. This free printer driver is available at www.adobe.com.)

Preface 7


n the halftone/graphics color adjustment for printing color on black and white printers (check the printer properties under Start > Settings > Printer). For more information, see the online help for the Acrobat Reader.

n the amount of available memory in your printer. (Insufficient memory can cause a document or graphics to fail to print.)

For additional information on printing problems, refer to the documentation for your printer or contact your printer manufacturer.

Contacting AdobeIf additional information is needed about Adobe Acrobat Reader or printing problems, see the Readme.pdf file that ships with Adobe Acrobat Reader or contact Adobe at www.adobe.com.

http://www.adobe.com



What’s New in Version 1.1.0 9

What’s New in Version 1.1.0

New featuresThis version of ETEWatch Customizer provides a number of important changes and enhancements.

Currency with new ETEWatch versions

The Customizer now supports all options of ETEWatch through Version 2.0.0. For details on the current ETEWatch options, see the CandleNet ETEWatch User’s Guide.

Transaction end

A new dialog allows you to specify events that indicate the end of a transaction. See “Defining End Transaction Events” on page 34.

Enhanced Spy Tool and Network Spy Tool

The ETEWatch Spy Tool provides a full window of event tracing. User-defined events are selectable from the Spy Tool. Registered messages and WM_USER messages, as well as general messages, can be traced and selected. See “Using the ETEWatch Spy Tool” on page 38.

The Network Spy Tool provides an option to display and log socket data, and to save logged network events. See “Using the Network Spy Tool” on page 40.

Change log and print options

Once you have created or updated a behavior module, you can keep a record of your modifications and other notes or comments in a change log. You can

W


also print a copy of the behavior module, including the change log. See “Reviewing and Confirming Settings” on page 46.

Usability improvementsn Settings are retained as you navigate through the Customizer dialogs.

n The dialogs have been updated for increased usability.

n Logging and trace options have been improved in several dialogs.

n Windows message parameters can be specified as either hexadecimal or decimal numbers.

Enhanced online help

The online help now includes an index and full-text search.

Introducing the Customizer 11

Introducing the Customizer

IntroductionThis chapter introduces the features of ETEWatch Customizer.

Chapter ContentsWhat ETEWatch Customizer Does . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12How ETEWatch Customizer Works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13What’s next . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

1

What ETEWatch Customizer Does


What ETEWatch Customizer DoesETEWatch Customizer is a utility for creating new custom behavior modules and modifying existing custom behavior modules for ETEWatch-monitored applications. A behavior module is the part of the ETEWatch Collector that understands the method used by a particular application in presenting a transaction or a window. The behavior module allows ETEWatch to determine the start and end of a transaction from most client-server business applications and to generate performance and usage data for service-level reports.

With the ETEWatch Customizer, you can specify which Windows or network events

n identify the start of a transaction

n update a transaction in progress

n identify the end of a transaction

n should be ignored

for the specific application you want to monitor. In addition, you can specify unlisted events and indicate the Windows messages or ranges of messages that determine those events. For some applications, you can also enable HTTP data stream analysis, which segments response time into Connect and Download portions.

Important: The Customizer creates a behavior module with correct syntax. However, Candle cannot guarantee that the custom behavior modules you create will perform the actions you intend.

Introducing the Customizer 13

How ETEWatch Customizer Works

How ETEWatch Customizer WorksETEWatch Customizer guides you through a series of dialogs that offer possible specifications for monitoring the selected application. When the ETEWatch Collector is started, it uses the specifications in the behavior module to determine which monitoring method to use and which data to collect and log for that application.

To assist you in behavior module creation, the Customizer includes several special tools:

n a window locator you can drag to the title at the top of the application window. The Customizer then automatically obtains identifying information about the selected application.

n a spy tool that displays the properties and messages of selected application windows. You can use this tool to define events or transactions to monitor.

n a network spy tool that previews the network events captured by Candle’s Socket Data Service (SDS) for the selected application. You can also save the network spy tool output to a log file for later examination.

System requirementsETEWatch Customizer runs on Windows platforms and is compatible with ETEWatch V1.1.0 and higher. For details on system requirements, see “Prerequisites” on page 16.

What’s nextThe rest of this guide gives you instructions for installing and configuring ETEWatch Customizer, and for using it to create behavior modules for measuring business application performance and usage.

How ETEWatch Customizer Works


Installing the Customizer 15

Installing the Customizer

IntroductionThis chapter gives instructions for installing and uninstalling ETEWatch Customizer.

Tip: For last-minute updates to the installation requirements and procedures, see the Readme file that accompanies the product.

Chapter Contents

Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Network message monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16Viewing online help and User’s Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Installation and Uninstallation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Installation procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Uninstallation procedure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17What’s next . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2

Prerequisites


Prerequisites

System requirementsThe ETEWatch Customizer runs on these Microsoft platforms:

n Windows 95

n Windows 98

n Windows NT 4.0

n Windows 2000

and is compatible with ETEWatch Version 1.1.0 and above.

Network message monitoringIf you want to monitor network messages (instead of or in addition to Windows messages):

n Winsock2 is required. On Windows NT this means Service Pack 4 or above is necessary. Windows 95 requires the Winsock2 upgrade (available as a download from Microsoft). Windows 98 and Windows 2000 use Winsock2 and do not require an upgrade.

n ETEWatch Version 1.2.0 or above must be installed.

Viewing online help and User’s GuideA Java-enabled web browser is required for display of the online help.

Acrobat Reader 3.0 or higher is required for display and printing of the User’s Guide. Acrobat Reader for Windows is included on the product CD.

Installing the Customizer 17

Installation and Uninstallation


Installation procedureTo install the ETEWatch Customizer:

1. Insert the product CD into the CD-ROM drive. The installation main menu should automatically be launched. Otherwise, double-click on launch.exe at the root level of the CD.

2. Select Install Customizer from the main menu.

3. Follow the InstallShield prompts to complete the installation.

4. To verify installation, select Start > Programs > Candle eBusiness Assurance > ETEWatch Customizer.Result: The ETEWatch Customizer Welcome dialog appears. You can now use the Customizer to create or edit a behavior module. See “Using the Customizer” on page 19.

Uninstallation procedureTo uninstall the ETEWatch Customizer:

1. Select Start > Programs > Candle eBusiness Assurance > Uninstall ETEWatch Customizer.

2. Follow the prompts.

What’s nextThe next chapter gives instructions for using the Customizer to create and edit behavior modules.

Using the Customizer 19

Using the Customizer

IntroductionThis chapter gives instructions for using ETEWatch Customizer to create or edit a behavior module.

Chapter Contents

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Steps of behavior module creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Starting the Customizer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Creating or Opening a Project. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22New/Open Project dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Create a new behavior module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Open an existing behavior module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Providing Project Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Project information dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23Development environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Providing Application Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Application Name/ID dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Application information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Application errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24ETEWatch version . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Module selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Selecting an Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Select Application dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Defining Start Transaction Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Define Start Events dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Socket Data Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

3


Window text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28Defining Update Transaction Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Define Update Events dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Window text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Window events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Socket Data Service support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Defining Events to Ignore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Messages ignored by default . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32Specifying additional Ignore events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Defining End Transaction Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Define End Events dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Window text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Defining User Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Define User Events dialog. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Defining an event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Event parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Defining an event range . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Event range parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Using the ETEWatch Spy Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38ETEWatch Spy Tool and Microsoft Spy Tool . . . . . . . . . . . . . . . . . . . . . . . . . . 38Spying on Windows messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Using the Network Spy Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Spying on the network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Setting Other Keywords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Other Keywords dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Transaction source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Monitoring mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Timeout option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Adding Title Text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Define Additional Title Text dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Setting up text searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Defining Another Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Define Another Module dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Reviewing and Confirming Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46Loading behavior modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47


Overview

Overview

Steps of behavior module creationThe ETEWatch Customizer guides you through the steps of creating a new behavior module or editing an existing one:

1. Creating or Opening a Project

2. Providing Project Information

3. Providing Application Information

4. Selecting an Application

5. Defining Start Transaction Events

6. Defining Update Transaction Events

7. Defining Events to Ignore

8. Defining End Transaction Events

9. Setting Other Keywords

10. Reviewing and Confirming Settings

The rest of this chapter explains each of those steps.

Important: The Customizer creates a behavior module with correct syntax. However, Candle cannot guarantee that the custom behavior modules you create will perform the actions you intend.

Starting the CustomizerTo start the Customizer, select Start > Programs > Candle eBusiness Assurance > ETEWatch Customizer.

Result: The ETEWatch Customizer Welcome dialog appears.

Creating or Opening a Project


Creating or Opening a Project

New/Open Project dialogUse the New/Open Project dialog to begin creating a new behavior module, or to open and edit an existing behavior module.

Create a new behavior moduleIf you are creating a new behavior module, specify a file name. All behavior module file names end with the suffix .dat. If you do not specify this suffix, the Customizer automatically supplies it.

Open an existing behavior moduleTo open and edit an existing behavior module, take one of these actions:

n Select a behavior module from the drop-down list.

n Click the ellipsis (...) to the right of the drop-down list, and browse to find the desired .dat file.

n Specify the path to the desired .dat file.

The ETEWatch Collector provides predefined behavior modules for several applications. You can find these .dat files in drive:\directory\Mgmt\Collector\Tc\. By default, custom behavior modules are also stored at that location.

Tip: Predefined behavior modules (those provided during ETEWatch Collector installation) for non-browser applications are read-only files and cannot be modified. The predefined behavior modules for Internet Explorer and Netscape Navigator can be modified only on the Setting Other Keywords dialog. Only custom behavior modules can be fully edited with the Customizer.


Providing Project Information

Providing Project Information

Project information dialogOn the Project Information dialog, supply identifying information for your ETEWatch behavior module. The information you enter becomes part of the header of the behavior module and is included in the printed version.

Development environmentIn the Development Environment field, enter the name of the operating system on the machine(s) where data will be collected. The development environment can be any of these operating systems:

n Windows NT

n Windows 95

n Windows 98

n Windows 2000

Providing Application Information



Application Name/ID dialogThe Application Name/ID dialog identifies the application to be monitored and the version of the ETEWatch Collector for which the behavior module is being created.

Application informationIn the Application Name field, type a character string that identifies the application. If you have opened an existing behavior module, its application name is filled in here. Otherwise, the name Custom appears. You can change the application name if desired.

Tip: Predefined behavior modules (those provided during ETEWatch Collector installation) for non-browser applications are read-only files and cannot be modified. The predefined behavior modules for Internet Explorer and Netscape Navigator can be modified only on the Setting Other Keywords dialog. Only custom behavior modules can be fully edited with the Customizer.

The Application ID is a number that identifies the application in response time logs and reports. This field cannot be edited. For Custom applications, the application ID is always 90.

Application errorsIf debugging software is installed on the system and the monitored application creates a Windows error, the Collector can write an error entry to the transaction log. The Title field of that record will include additional information from the debugger (module name, memory address, and so on). If you want the Collector to log these errors, select Log Application Errors.

Whether or not you select Log Application Errors, Windows error information is written to file Keeagent.log.



ETEWatch versionSelect the ETEWatch version you want the behavior module to support. If you select an early version (ETEWatch 1.1 and above, or ETEWatch 1.2 and above), the behavior module will be created without the controls that were added to later versions.

If the ETEWatch Collector is running in Admin mode on your machine, you can find the version number by selecting Help > About ETEWatch Collector. For information about Collector modes, see the CandleNet ETEWatch User’s Guide.

Module selectionSome applications have more than one executable file, or module. For this kind of application, you can create or edit a multi-part behavior module file, with a separate section for each of the application’s modules.

If you open an existing behavior module for an application that has only one executable, or if you are creating a new behavior module, the Choose a Module to Edit section of the Application Name/ID dialog is grayed out. If you open an existing behavior module for an application that has more than one executable, you can select a module to edit from the list. Then when you complete the Customizer dialogs, you will be asked whether you want to define or edit another module for the same application.

Selecting an Application



Select Application dialogTo select an application to monitor with the behavior module:

1. Start the application.

2. Drag the Window Locator from the Select Application dialog to the title at the top of the application window. Result: The Customizer automatically fills in the following information about the selected application:n executable pathn caption (the application’s window title)n process IDn thread IDn window classn window control ID

3. If you want the Collector to look for the application’s executable(s) in identifying transactions to monitor:n Select Single Application Executable if the application has only one

executable or if you want the behavior module to contain one module statement for each executable.

n If the application has more than one executable and you want to specify a mask for finding the executables, select Multiple Application Executable and specify the mask.

For example, if all executable files are in subdirectory MyApp and begin with the characters network, you can specify this module mask:MyApp\network

The mask can also be a path statement that identifies the location of the monitored executables.

n (ETEWatch Version 1.2 and above only) If you want the Collector to look for the application’s registry key in identifying its executables, select Registry key and specify the application’s registry key and registry value.



4. (ETEWatch Version 1.2 and above only) If you want the Collector to look for the application’s process ID in identifying transactions to monitor, select Use ONLY Process ID to identify transactions.Tip: The process ID method is needed for HTTP data stream analysis, but is not recommended otherwise. See “Setting Other Keywords” on page 41.

Defining Start Transaction Events


Defining Start Transaction Events

Define Start Events dialogUse the Define Start Events dialog to identify the mouse and keyboard events that tell the Collector to begin response time measurement for a transaction. By default, the start of each transaction defines the end of the previous transaction.

For ETEWatch 1.2 and above, you can specify up to 20 Start events or event ranges; for ETEWatch 1.1, you can specify up to 10 Start events or event ranges. To add events that are not listed, click Define User Events. (See “Defining User Events” on page 35.)

Socket Data ServiceIf you want Start events to be validated by Candle's Socket Data Service (SDS, which monitors network activity rather than Windows messages):

1. Click Next to go to the Define Update Events dialog.

2. Select Use SDS to update response time.

3. Select START event to be validated by SDS. Tip: This setting tells the Collector not to measure local transactions that do not involve network transmissions.

Window textIf you want to specify window text, rather than mouse and keyboard events, that establishes the beginning of a transaction, see “Adding Title Text” on page 43.


Defining Update Transaction Events


Define Update Events dialogUse the Define Update Events dialog to:

n determine whether the Collector uses network activity, as well as Windows messages, to measure response time for a transaction

n provide settings for transaction update events

For ETEWatch 1.2 and above, you can specify up to 20 Update events or event ranges; for ETEWatch 1.1, you can specify up to 10 Update events or event ranges. To add events that are not listed, click Define User Events. (See “Defining User Events” on page 35.)

Window textIf you want to specify window text (rather than Windows messages or network activity) as an Update Event, see “Adding Title Text” on page 43.

Window eventsIf you want the Collector to look for Windows messages in updating response time measurements, use the Window Events section of the dialog to select the types of messages that you want the Collector to monitor.

Socket Data Service supportCandle's Socket Data Service (SDS) enables the Collector to monitor the application's network activity (data sends and receives) and thus to segment transaction response time measurements into:

n client time: the time elapsed between the start of the transaction and the start of outbound network activity

n network time: the time spent transmitting all required data through the network

n back-end application time: the time spent on the server side of the application



SDS feeds the network packets sent and received by the application directly to the Collector, which logs the segmented response time information. If SDS is enabled, the application also sends the Collector an SDS Update message whenever it sends or receives data on the network, and that message serves as an Update event. For monitoring of some applications, such as R3™, the Collector must simulate an update by sending itself an additional SDS Update message whenever it sees that the application has received a network packet.

Important: HTTP data stream analysis requires SDS support.

Enable/Disable Socket Data Service Support

Use the Enable/Disable Socket Data Service Support section of this dialog to:

n turn SDS on and offn control the use of SDS for simulating updates

If you want the Collector to use SDS:

1. Select Use Socket Data Service.

2. Specify in bytes the minimum data size that will trigger an update. The Collector will update response time measurements if the amount of data exceeds the specified number of bytes. This setting helps eliminate network noise (for example, network pings) and ensure response time accuracy.

3. If you want the start of each transaction to be validated by SDS, select START event to be validated by SDS.Tip: This setting tells the Collector not to measure local transactions that do not involve network transmissions.

4. At the Enable additional SDS monitoring on drop-down list, select one of these options:n NONE (the default) to disable update simulation, if your application does

not require it. This setting reduces the overhead incurred by sending additional SDS Update messages.

n RECV if you want the Collector to send itself an additional SDS Update message when the application receives data but not when it sends data.

n SEND if you want the Collector to send itself an additional SDS Update message when the application sends data but not when it receives data.



n BOTH if you want the Collector to send itself an additional SDS Update message both when the application receives data and when it sends data.Tip: The BOTH option yields the most comprehensive data. However, it requires evaluation of all received and sent network traffic, and thus takes more processing time than does the RECV option or the SEND option.

5. If you want to see a preview of the network events captured by SDS, click Network Spy Tool and follow the instructions on the ETEWatch Network Spy Tool dialog. (See “Using the Network Spy Tool” on page 40.)Tip: Use the Network Spy Tool to detect pings and other extraneous network messages from server to client and to obtain their sizes. Then use this information to set the minimum data size that will trigger an update.

For detailed information about SDS and response time segmentation, see the CandleNet ETEWatch User’s Guide.

Defining Events to Ignore



Messages ignored by defaultBy default, the Collector ignores the following messages:

Send messages (messages sent to a destination window procedure)

n WM_COMMANDn WM_GETTEXTn WM_NCDESTROYn WM_NCHITTESTn WM_PARENTNOTIFYn WM_SYNCPAINT n WM_TIMER

Get messages (message retrieved from the application message queue)

n WM_COMMANDn WM_ENTERSIZEMOVEn WM_EXITSIZEMOVEn WM_GETTEXTn WM_NCDESTROYn WM_SETCURSORn WM_TIMER

Specifying additional Ignore eventsUse the Define Ignore Events dialog to identify the Windows events you want the Collector to ignore in measuring response time for a transaction. By specifying additional Ignore events, you can:

n improve Collector performanceWhen the monitored application receives or sends a message, the Collector first checks to see whether the message is to be ignored. Only then, if the message is not defined as an Ignore event, does the Collector go on to evaluate whether the message is defined as a Start, Update, or End event.

n eliminate noise and increase the usefulness of the data collected and logged



For example, if Windows message WM_PAINT is defined as an Update event without parameters, the transaction is updated every time a WM_PAINT message is generated, even if the only purpose of the message is to update a timer clock on the application status bar. To eliminate these meaningless updates, you can use the Define User Events dialog to specify an Ignore event with suitable parameters.

For ETEWatch 1.2 and above, you can specify up to 20 Ignore events or event ranges; for ETEWatch 1.1, you can specify up to 10 Ignore events or event ranges. To add events that are not listed, click Define User Events. (See “Defining User Events” on page 35.)

Defining End Transaction Events


Defining End Transaction Events

Define End Events dialogBy default, the start of a new transaction defines the end of the previous transaction. You can use the Define End Events dialog to specify additional events that will signal the end of a transaction. To do so, click Define User Events and specify these Windows events or ranges of events. (See “Defining User Events” on page 35.)

For ETEWatch 1.2 and above, you can specify up to 20 End events or event ranges; for ETEWatch 1.1, you can specify up to 10 End events or event ranges.

Window textIf you want to specify window text, rather than mouse and keyboard events, that establishes the end of a transaction, see “Adding Title Text” on page 43.


Defining User Events


Define User Events dialogUse the tabbed Define User Events dialog to identify Windows events not already predefined in the other Customizer dialogs. On the Define User Events dialog, you specify Windows messages or ranges of messages that indicate application activity.

For ETEWatch 1.2 and above, you can specify up to 20 events or event ranges each for Start, Update, Ignore, and End. For ETEWatch 1.1, you can specify up to 10 events or event ranges each for Start, Update, Ignore, and End.

Defining an eventOn the Event tab of the Define User Events dialog, specify the parameters for each message you want to define as an event, and click Add. For assistance in identifying Windows messages and their parameters for the application to be monitored, you can use the ETEWatch Spy Tool. (See “Using the ETEWatch Spy Tool” on page 38.)

Event parametersEach event takes 6 parameters, which can be expressed as either hexadecimal (the default) or decimal numbers. If you want to express the parameters as decimal numbers, uncheck the Hex Number box.

Message number (required)

Hexadecimal number of the Windows message to be defined as an event.

wParam (optional)

wParam value of the specified message.

lParam (optional)

lParam value of the specified message.



ControlID (optional)

Control ID of the window the message targets.

Style (optional)

Style of the window the message targets.

exStyle (optional)

Extended style of the window the message targets.

For more information about Windows messages and their parameters, see the Microsoft Developer Resources site at http://msdn.microsoft.com.

Defining an event rangeOn the Event Range tab of the Define User Events dialog, specify the parameters for the range of messages you want to define as an event, and click Add.

Event range parametersEach event range takes 6 parameters, which can be expressed as either hexadecimal (the default) or decimal numbers. If you want to express the parameters as decimal numbers, uncheck the Hex Number box.

Message number (required)

Hexadecimal number of the Windows message you want to define as an event. Each event range must have a single message number; the range is expressed by the other parameters.

wParam rangelParam range

One but not both of these parameters must be specified, to indicate which parameter the range refers to. The value of the selected parameter must not be zero.

ControlID (optional)

Control ID of the window the message targets.



lowRange (required)

Low side of the inclusive range of values to look for.

hiRange (required)

High side of the inclusive range of values to look for.

For more information about Windows messages and their parameters, see the Microsoft Developer Resources site at http://msdn.microsoft.com.

Using the ETEWatch Spy Tool



ETEWatch Spy Tool and Microsoft Spy ToolThe ETEWatch Spy Tool can help you identify Windows messages and their parameters. It can display and log every type of Windows message, including two types not caught by the Microsoft Spy Tool: WM_USER messages and registered messages.

For information about the Microsoft Spy Tool, see the Microsoft Developer Resources site at http://msdn.microsoft.com.

Spying on Windows messagesIf you want the ETEWatch Spy Tool to help you identify Windows messages and their parameters:

1. On the Event tab of the Define User Events dialog:1. Click Spy Tool.

Result: The ETEWatch Spy Tool dialog appears.

2. Click Configure. Result: The tabbed ETEWatch Spy Tool dialog appears.

2. Start the application you want to spy on.

3. On the Find the Window to Spy on tab, drag the Window Finder over the application window you want to spy on. Result: The Customizer fills in information about the selected window.

4. If you want the Spy Tool output saved to a log file:1. Select Output log to file.2. Specify a path and name for the log file. If you do not specify a path, the

log file is written to the Customizer directory. If you do not specify a suffix for the log filename, the Customizer appends the suffix .log.

3. Click either Overwrite (if you want each Spy Tool session to overwrite the previous session’s log file) or Append (if you want to append each session’s output to the end of the log file).

4. To save your log settings for the next session, select Save as Default.



5. Click the Select Window Messages to Spy on tab.

6. Select the individual messages or message groups you want the ETEWatch Spy Tool to catch. If WM_USER is one of your selections, specify either a single hex number or a range of numbers.Tip: Applications can use WM_USER to help define private messages. Hex numbers through 0x7FFF are available to WM_USER messages.

7. To save your message selections for the next session, select Save as Default.

8. Click OK to save the Spy Tool configuration.

9. Click Start to start the Spy Tool.

10. Use the application for a few minutes. Result: The ETEWatch Spy Tool window fills with message numbers and parameters from the application window. If you selected Output log to file, the information is also written to a log file. If you double-click a message in the Spy Tool window, the Customizer adds the message to the User Defined Events list.

11. Click Quit to stop the Spy Tool and return to the Define User Events dialog.

Using the Network Spy Tool


Using the Network Spy Tool

Spying on the networkThe Network Spy Tool can show you the network events captured by Candle’s Socket Data Service (SDS) for the application to be monitored.

1. On the Define Update Events dialog, click Network Spy Tool.Result: The ETEWatch Network Spy Tool dialog appears.

2. Start the application you want to spy on.

3. On the ETEWatch Network Spy Tool dialog, drag the Application Finder over the main window of the application you want to spy on.Result: The Customizer fills in information about the selected application.

4. If you want the Network Spy Tool output saved to a log file:1. Select Output log to file.2. Specify a path and name for the log file. If you do not specify a path, the

log file is written to the Customizer directory. If you do not specify a suffix for the log filename, the Customizer appends the suffix .log.

3. Click either Overwrite (if you want each Network Spy Tool session to overwrite the previous session’s log file) or Append (if you want to append each session’s output to the end of the log file).

4. To save your log settings for the next session, select Save as Default.

5. Click Start to start the Network Spy Tool.Result: SDS begins to capture network event information for the application.

6. Use the application for a few minutes.Result: The ETEWatch Network Spy Tool window fills with data sends and receives from the application’s network activity. If you selected Output log to file, the information is also written to a log file.

7. Click Quit to stop the Network Spy Tool and return to the Define Update Events dialog.Tip: Use the Network Spy Tool to detect pings and other extraneous network messages from server to client and to obtain their sizes. Then use this information to set the data size on the Define Update Events dialog. (See “Defining Update Transaction Events” on page 29.)


Setting Other Keywords


Other Keywords dialogUse the Other Keywords dialog to:

n establish the application window object that will identify transactions

n determine the method to be used for monitoring your application

n set a transaction timeout

Transaction sourceWhile the application to be monitored is running, drag the Window Locator from the Set Source for Transaction Field section to the object in the application window that shows the transaction title or URL. The object you choose will identify transactions to the ETEWatch Collector.

Monitoring modeBy default, the Collector monitors custom applications by this method:

n Transactions are identified by title and URL (or by the object you selected in the Set Source for Transaction Field section).

n The Collector uses Windows and network events to determine the start, update, and end of each transaction.

n The response time of a transaction is calculated as elapsed time between a Start event and the last reply received from the server.

If you select Enable HTTP Monitoring, the Collector uses HTTP data stream analysis, in addition to Windows and network events, to measure response time. Using this method, the Collector can segment response time into Connect and Download portions.

HTTP data stream analysis is possible:

n only for unsecured transactions with an unencrypted data stream

n only with ETEWatch V1.3.5SPE or above

n only if you select both of these:



– Use Socket Data Service (SDS) on the Define Update Events dialog. (See “Defining Update Transaction Events” on page 29.)

– Use Only Process ID to identify transactions on the Select Application dialog. (See “Selecting an Application” on page 26.)

For HTTP data stream monitoring, a default validation time of 5 seconds (5000 milliseconds) is provided for Start events and Update events. If you want to change this value, enter the desired validation time in milliseconds.

For more detailed information about the methods of monitoring transactions, see the CandleNet ETEWatch User’s Guide.

Timeout optionBy default, there is no timeout on transaction response time measurements. To set a timeout:

1. Select Complete transaction if time between Updates exceeds.

2. Provide a timeout value in milliseconds.Result: The Collector marks a transaction Completed when the elapsed time between Update events exceeds the specified value.


Adding Title Text

Adding Title Text

Define Additional Title Text dialog Use this dialog to specify text for:

n adding to the window title in the Collector personal viewer and data logs.

n defining Start, Update, and End events for transactions.

The window to be searched can be the status bar, the address field of a browser, or any other window where input or output text is displayed. The Collector will search the specified window of the monitored application for the text you specify. lf it finds that text, it appends the text to the window title in displays and logs.

Setting up text searchesFollow these steps:

1. The Msg Num field contains the default hex value (0x000c) for Windows message WM_SETTEXT. You can replace this value with another message number (hex only), if desired.

2. To specify the window to be searched for the desired text, do one of these:n Use the Window Locator tool to find the Window ID of the desired

window. Result: The Customizer fills in the Window ID and Search Text fields. The Search Text field contains the first 32 characters of text found in the specified window.

n Type the hex value of the Window ID in the Window ID field.

3. If the Search Text field already contains text, you can edit the text as desired.For example, if the text found by the Window Locator is Last Order Accepted: 00045987, you might want to shorten the Search Text to Last Order Accepted, so that it will match all potential order numbers. The longer the Search Text, the fewer matches are likely. The maximum length is 32 characters. The Collector’s search is not case-sensitive.

Adding Title Text


4. If you want the Search Text, when found, to indicate an action, select that action from the drop-down list in the Action field. The text can indicate a Start event, an Update event, an End event, or no event (None, the default).

5. Click Add to save the message number, Window ID, Search Text, and action.

6. If you want to specify more than one window to search or more than one character string to search for, repeat steps 1-5.


Defining Another Module

Defining Another Module

Define Another Module dialogUse this dialog to specify whether you want to define behavior module settings for another module of the same application. (See “Module selection” on page 25.)

If you click No, the Summary dialog appears and lets you review and save the behavior module file's settings.

If you click Yes, the Application Name/ID dialog reappears.

1. Select another module from the drop-down list.

2. Complete the rest of the dialogs to define or edit that module's section of the behavior module file.Tip: You cannot add a module to an existing behavior module file. If you want to add a module that is not included in the drop-down list of the Application Name/ID dialog, you must create a new behavior module file.

Reviewing and Confirming Settings


Reviewing and Confirming SettingsThe Summary dialog shows all the settings you have specified for each module of your behavior module file.

1. From the Selected Module drop-down list, select the executable whose behavior module settings you want to examine.Result: Your settings for the selected module appear in the Summary section of the dialog.

2. If you want to change any of the settings for the selected module, click either the pencil eraser icon or the Back button.Result: The Customizer displays the Application Name/ID dialog, where you can begin to edit the module’s settings.

3. If you want to keep a record of your modifications to the behavior module, click Change Log. Result: The Change Log dialog allows you to enter text describing your changes.

4. If you want to print the behavior module, click Print > OK. Result: The Customizer prints a copy of the behavior module, including project information and change log.

5. When you are satisfied with the settings for the behavior module, click Finish to save it. If a behavior module with the same name already exists, you are prompted to choose between overwriting the existing file and saving the new file under a different name or in a different location.

6. If you have saved your behavior module file(s) to a location other than the default, you must copy them to drive:\directory\Mgmt\Collector\Tc\. If the behavior module files are in any other location, the Collector cannot load them.

Loading behavior modulesTo load the new or updated behavior modules while the ETEWatch Collector is running in Admin mode, select Edit > Reload from the Collector’s personal viewer window.

If the Collector is not running or if it is installed in Hidden mode, restart it to load the new or updated behavior modules.


Troubleshooting

TroubleshootingIf you do not find the solution to your problem in this list or elsewhere in the User’s Guide, check the Frequently Asked Questions (FAQ) list at http://www.candle.com for the latest answers to many common questions.

Problem: Network Spy Tool is grayed out. Solution: Select Compliant with ETEWatch 1.2 and above on the Application Name/ID dialog.

Problem: When you try to start the Network Spy Tool, you receive an SDS interface not installed error.Solution: Install the ETEWatch Collector, Version 1.2 or higher, on the same machine where you have installed the Customizer.

Troubleshooting


49

Customer Support

IntroductionCandle Corporation offers a comprehensive maintenance and support plan to ensure you realize the greatest value possible from your Candle software investments. We have more than 200 technicians worldwide, committed to providing you with prompt resolutions to your support requests.

Customer Support hours of operation are from 5:30 A.M. – 5:00 P.M., Pacific Time. In the event of an after-hours or weekend emergency, Candle's computerized call management system ensures that a technician will return your call within one hour. For customers located outside of North America, after-hours and weekend support is provided by Candle Customer Support locations in the United States.

Electronic supportCandle provides information and support services through

n Candle's home page at www.candle.com. You can use the Candle Worldwide Web Site to– open problem records

– access maintenance information

– order products or maintenance

– access IBM compatibility information

– download fix packs for distributed products

– read news and alerts

– scan a list of scheduled Candle education classes

A

http://www.candle.com


n Candle Electronic Customer Support (CECS), an electronic customer support facility. You can access this facility using the IBM Global Network. You can use CECS to:– open problem records

– search our database for solutions to known problems

– look for answers to commonly asked questions

– read news and alerts

– scan a list of scheduled Candle education classesBoth CECS and the Candle Worldwide Web Site are available 24 hours a day, 7 days per week.

Telephone supportOur support network consists of product specialists who work with you to solve your problem.

Candle uses an on-line problem management system to log and track all support requests. Your support request is immediately routed to the appropriate technical resource.

When you call to report a problem, please have the following information:

n your Candle personal ID (PID) numbern the release level of the Candle product n the release level of IBM or other vendor software n identifying information and dates of recently applied maintenance to your

Candle product or IBM productn a detailed description of the problem (including the error message) and

the events preceding the problemn a description of any unusual events that occurred before the problem

Customer support locations and numbersTo contact a Customer Support representative, refer to the following table. While these phone numbers were accurate at the time this document was published, the current numbers can be found on the Candle Web site, www.candle.com, under Customer Support.

http://www.candle.com

51

When your local support office is unavailable, you can contact Candle’s North America support center. If USADirect® service is available in your country, use the 800 telephone number. If USADirect® service is not available, ask your international operator for assistance in calling Candle's local (310) number.

Table 1. Customer Support Phone Numbers

Office Telephone FAX

North America (800) 328-1811 (310) 535-3636

(310) 727-4204

Europe

Belgium/Luxembourg +32 (0) 3 270 95 60 +32 (0) 3 270 95 41

France +33 (0) 1 53 61 60 60 +33 (0) 1 53 61 06 16

Germany/Switzerland/Austria

+49 (0) 89 54 554 333 +49 (0) 89 54 554 170

Italy – Freephone 800 780992

Netherlands +31 (0) 30 600 35 50 +31 (0) 30 600 35 10

Scandinavia +46 (0)8 444 5940 +46 (0)8 623 1855

United Kingdom +44 (0)161 437 5224 +44 (0)161 437 5225

(Southern Europe, Middle East and South Africa Agents call United Kingdom)

Asia Pacific – English Hub +61 2 9954 1818

Australia +61 2 8912 9898

Hong Kong 800 908 457

India +61 2 8912 9898

Indonesia 0018 03061 2061

Malaysia 1800 803 459

New Zealand 0800 449 596

Philippines 1800 1612 0096

Singapore 800 616 2075

Thailand 0018 00612 1045

Asia Pacific – Japanese Hub +81 3 3595 7150 +81 3 3595 7110

Asia Pacific – Korean Hub +82 2 552 8744 +82 2 552 8746

Asia Pacific – Mandarin Hub +88 62 2739 3223 +88 62 2378 5993

Asia Pacific – e-mail address: [email protected]


Incident documentationYou may be asked to send incident documentation to the Candle Customer Support Center. On the outside of all packages you send, please write the incident number given to you by the Customer Support representative.

Send tapes containing the incident information to the following address, unless directed otherwise by your Customer Support representative:

Candle Customer SupportCandle Support Center, Incident number201 North Douglas StreetEl Segundo, California 90245

Send all other relevant documentation, such as diskettes or paper documentation, to the address provided by your Customer Support representative.

Ensuring your satisfaction with customer supportCandle Customer Support is committed to achieving high customer satisfaction ratings in all areas. These include

n connecting you to a support representative promptlyn providing you with the appropriate fixesn answering support questionsn filling your shipping ordersn supplying documentationIf you have a concern that has not been resolved to your satisfaction, you can open a complaint ticket. All tickets are logged and tracked to ensure responsiveness and closure. Using the ticket information, a manager will contact you promptly to resolve your problem.

53

Index

Symbols*.dat files 22

AAction field 44additional title text 43Adobe Acrobat Reader 16Adobe portable document format 6application

errors 24executable 26selection 26time 29

Application ID 24Application Name field 24Application Name/ID dialog 24

Bback-end application time 29behavior module

change log 46creating 21, 22custom 12defined 12editing 21, 22existing 22new 22predefined 12printing 46

browser requirements 16

CCandle Electronic Customer Support

(CECS) 50Candle home page 49Candle Internet site 49

Candle Worldwide Web site 49Change Log dialog 46client time 29compatibility 16, 25components 12connect time 41ControlID parameter 36Custom applications 24custom method 41customer support

electronic support 49Internet 49locations 50numbers 50telephone support 50

Ddata size 30debugging software 24Define Additional Title Text dialog 43Define Another Module dialog 45Define End Events dialog 34Define Ignore Events dialog 32Define Start Events dialog 28Define Update Events dialog 29Define User Events dialog 35Development Environment field 23download time 41

EEnd events 34enhancements 9errors

application 24Windows 24

ETEWatch Network Spy Tool dialog 40ETEWatch spy tool 38


ETEWatch Spy Tool dialog 38ETEWatch version 16, 25event parameters 35event range parameters 36Event Range tab 36Event tab 35events

End 34Ignore 32network 40Start 28Update 29user-defined 35Windows 29, 38

executable 25, 26existing behavior module 22exStyle parameter 36

Ffeatures, new 9

GGet messages 32

Hhelp, browser required 16Hex Number box 35, 36hiRange parameter 37home page

Candle 49HTTP data stream analysis 27, 30, 41

IIgnore events 32improvements 9information, project 23installation 15, 17Internet site

Candle 49

JJava 16

KKeeagent.log file 24keywords 41

Llogs

application errors 24change 46ETEWatch spy tool 38Network Spy Tool 40spy tool 38

lowRange parameter 37lParam parameter 35lParam range parameter 36

MMessage number parameter 35, 36message range parameters 36messages

ignored 32network 16, 40parameters 35SDS Update 30Windows 29, 38WM_USER 39

moduledefined 25selection 25

monitoringcustom method 41HTTP data stream analysis 41

Msg Num field 43multiple application executable 26

Nnetwork

events 40message monitoring 16

55

messages 40network spy tool 13, 40, 47network time 29new behavior module 22New/Open Project dialog 22

Oonline help, browser requirements 16operating systems 16Other Keywords dialog 41overview

components 12product 12

Pparameters

ControlID 36event 35event range 36exStyle 36for Ignore events 33hiRange 37lowRange 37lParam 35lParam range 36message 35message number 35, 36message range 36Style 36wParam 35wParam range 36

prerequisites 16print option 46printing problems 6process ID 27, 42product

enhancements 9installation 15, 17overview 12starting 21uninstallation 17

Project Information dialog 23

Rregistry key 26requirements 16response time

segmentation 29, 41timeout 42updates 29

SSDS Update message 30Search Text field 43segmentation 29, 41Select Application dialog 26Send messages 32settings

application name/ID 24End events 34ETEWatch spy tool 38Ignore events 32network spy tool 40new/open project 22Project Information 23Select Application 26spy tool 38Start events 28Update events 29

single application executable 26Socket Data Service (SDS) 13, 29, 47

additional monitoring 30enabling 30required for HTTP monitoring 42Start event validation 28, 30

spy tool 13, 38Start events 28starting product 21Style parameter 36Summary dialog 46


Ttext, title 43timeout 42Title field 24, 43title text 43tools

network spy 13spy 13

transactionend 34Ignore 32monitoring methods 41source 41Start 28timeout 42Update 29

troubleshooting 47

Uuninstallation 17Update events 29

timeout 42user-defined events 35

Vvalidation time 42version compatibility 16, 25

Wweb browser requirements 16window finder 38Window ID 43window locator 13, 26, 41window title 43Windows

errors 24event range parameters 36events 29, 38message parameters 35messages 29, 32, 38

WM_SETTEXT message 43

WM_USER messages 39Worldwide Web site

Candle 49wParam parameter 35wParam range parameter 36

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