Business hours

APM model > Business hours from the NAM Server navigation menu to set business hours.

Set the business hours so NAM behavior to your adjust

  • By default, metric alerts are triggered only during business hours
  • Certain calculations involving event severity are affected by whether the events occur during business hours
  • Chart backgrounds for an application or software service can be shaded according to business hours (new in NAM 2019)

Basic business hours options

Regardless of the NAM release you are running, you can configure the days and hours of your general business calendar.

  • Business days
    Specify the days of the week in your default business week.
  • Business hours
    Specify the start and end times in your default business day.
  • Exclude holidays from business days
    Select this option to exclude holidays from business days. Click the link to review and change holiday settings.
  • Generate alerts during business hours only
    Select this option to prevent alerts during non-business hours, and to ensure that all types of notifications are sent and executed only during business hours.

In this example from NAM 2018, the business days are Monday through Friday, 8 AM to 5 PM, excluding holidays.

NAM: Default business hours

Business hours per application or software service

Applies to NAM 2019

Starting with NAM 2019, you now have additional options for business hours.

  • Standard business hours - Equivalent to the basic business hours options described above. You set these hours in the Default profile section of the Business calendar configuration page.
  • Business hours defined for applications - If you choose this option, different applications can have different business hours.
  • Business hours defined for software services - If you choose this option, different software services can have different business hours.

The remainder of this help topic refers to the new options.

Note

To take advantage of the new options for business hours, you need a third-party calendar application that can save a calendar file in standard *.ics format. We have tried Google Calendar, Mozilla Thunderbird, and Microsoft Outlook with success.

How profiles affect alert triggering

Assume you have selected Business hours defined for applications mode for this explanation. (Similar logic applies for software services mode.)

Before an alert is triggered, NAM checks the following:

  • If the Application dimension is included in the alert definition, and
  • If one of the applications specified for the Application dimension matches the applications for a business hours profile, and
  • If the triggering time is within the business hours defined in the matching profile, and
  • If the other triggering conditions (metric thresholds, etc.) are true for that alert, then the alert is triggered.

For all applications that are not assigned to a profile, and for all other entities (anything that is not an application), alerts are triggered according to the Default profile business hours.

For Business hours defined for software services mode, the logic is similar but for software services:

  • You must include the Software service dimension in the alert definition.
  • One of the software services specified for the Software service dimension in the alert definition must match a software service in a business hours profile.
  • For all software services that are not assigned to a profile, and for all other entities (anything that is not a software services), alerts are triggered according to the Default profile business hours.

How profiles affect charts

In addition to determining when to trigger alerts, the business hours profiles affect background shading in relevant report charts.

  • In Business hours defined for applications mode, when you display a chart for a single application (not for multiple applications), the background is shaded to indicate the business hours for that application.
  • In Business hours defined for software services mode, when you display a chart for a single software service (not multiple software services), the background is shaded to indicate the business hours for that software service.

In this example from the Operation explorer, with Business hours defined for applications mode selected, charts for a specific application display a blue background corresponding to the business hours of that application.

NAM: Business hours displayed in charts

In Business hours defined for software services mode, you will see similar shading for a chart specific to a software service.

Use case

Suppose you want to have different alerting schedules for different classes of application:

  • For high-priority applications, you want alerts to be triggered at any time, 24/7.
  • For applications that have to be up only on weekends, you want alerts to be triggered only on weekends.
  • For all other applications, you want alerts to be triggered according to a 9-to-5 calendar during the Monday-Friday work week.

In this case, you would:

  1. Choose Business hours defined for applications mode.
  2. Create two 'profiles', which are two different business hours calendars imported to NAM to which you assign certain applications. You could name your profiles, in this example, something like "high-priority" and "weekend".
  3. Assign your high-priority applications to your "high-priority" profile and assign your weekend applications to your "weekend" profile.
  4. Make sure the settings in the Default profile section are correct for all other applications.

After you're done:

  • Each application-related alert is triggered according to the profile you have assigned it to. High-priority applications follow one calendar and weekend applications follow another.
  • For all applications that are not assigned to a profile, and for all other entities (anything that is not an application), alerts are triggered according to the Default profile business hours.

In addition to determining when to trigger alerts, the business hours profiles affect background shading in relevant report charts. In our earlier example, with Business hours defined for applications mode selected, when you display a chart for a single application (not for multiple applications), the background is shaded to indicate the business hours for that application.

This use case focuses on Business hours defined for applications mode. You could instead do this for software services, where you want to trigger alerts based on categories of software services, and you want to show business hours in charts for specific software services.

Switching business calendar mode

To use business hours profiles:

  1. Select APM model > Business hours in the NAM Server navigation menu.
  2. On the Business calendar configuration page, set Business calendar mode to Applications or Software services, depending on your plan.
  3. Click Apply change.

After you switch business calendar mode, the Business calendar configuration page now has a new section for managing all profiles according to the selected mode.

Until you add one or more profiles and assign items to it, all alerts will continue to be triggered according to the default business hours defined in the Default profile section.

Creating a calendar

  1. In a third-party calendar application such as Google Calendar, Mozilla Thunderbird, or Microsoft Outlook, create a new calendar for one of your profiles.
  2. In the new calendar, indicate the times you want for the profile you are creating. For example, to create a 9-to-5, Monday-to-Friday schedule, just create any calendar events that match those hours. NAM will interpret any busy time in an imported calendar as business hours for that profile. Any additional information you add to the calendar (activity names, etc.) is ignored; only the times matter.
  3. Export the calendar to a file in *.ics format. Save the file under a name and location you can easily browse for later from NAM.

You need to create a different calendar file for each profile. In our example use case, you would create and save two different *.ics calendar files (one for high-priority apps and another for weekend apps).

Adding a profile

Before you can use a profile, you need to import it into NAM.

  1. After you switch business calendar mode, a corresponding new section on the page is displayed where you will be able to manage all profiles.
  2. In the new section, click Add new profile.
  3. Browse for and Open one of the *.ics calendar files you created earlier in a third-party calendar application.
    A new entry is added to your list of profiles.

Repeat this process for each different profile (business hours calendar) you want to use.

Selecting applications or software services for a profile

After you add a profile, you can change its name, the holidays setting, and the selection of applications or software services whose alerts are triggered according to that profile's schedule.

  1. Click in the Modify profile column for your profile to open it for editing.
  2. Rename the profile as needed.
  3. Clear Exclude holidays from this profile if you want to trigger alerts for this profile regardless of holidays.
  4. Select each item (application or software service, depending on the mode) you want to add to this profile.
  5. Click Apply to save your changes and close the edit window.

Changing the hours of a profile

To change the hours of a profile but retain your selection of items (applications or software services, depending on the mode), you need to upload a new calendar to overwrite the existing calendar for that profile:

  1. Use your third-party application to create or modify the *.ics calendar file according to the changed hours.
  2. Select APM model > Business hours in the NAM Server navigation menu.
  3. Click in the Overwrite calendar column for the profile whose hours you want to change.
    You will see a warning that you are about to overwrite the current hours for that profile. This action will not affect your selection of applications or software services for that profile. Only the hours will change.
  4. Browse for and Open the *.ics calendar file you created or updated in a third-party calendar application.

The selected profile will now have the new hours you defined in the calendar file but the same items (applications or software services) will remain selected for that profile.

Adding business hours to your charts

To show business hours on charts in your custom reports, you need to add the Business calendar data view to each of the relevant chart sections. This data view includes the Business metric, which is a Boolean indicating whether this time is during business hours for the selected application (in application mode) or software service (in software service mode).

For an example of how we use it, have a look at the report definition for Operation explorer:

  1. In the NAM Server search box, search for "run operation explorer".
  2. On the report menu, select Edit report.
  3. Open one of the chart sections for editing.

Using the API to manage business hours

Applies to NAM 2019 Service Pack 1

On the NAM Server navigation menu, open Admin console and select the REST API documentation tile to display Swaggerized documentation of REST requests for managing NAM business hours.