A Network Engineer's Guide to Troubleshooting User
Contents
1. T Application Apdex Task Ended Frustrated User 32 P Application Apdex Task Ended Tolerating User Q ClertServer Busy Network or Server 10 1 Client Server Low Client to Server Throughput 76 1 Client Server Low Server to Client Throughput 82 A Client Server Non Responsive Client 4 A Client Server Non Responsive Server 5 A Client Server One Way Traffic Figure 5 OmniAnalysis shows an Application Performance Index for each individual Communication Flow as well as the total The screenshot above displays Apdex Values for Enterprise Resource Planning ERP Applications in general as well as conversation flows from the SAP Application Server to the individual clients By clicking on the Expert Event a network engineer can display all the flows affected by that event The Apdex formula is simple but unique Unlike other performance metrics it provides a uniform index that represents the satisfaction level and productivity of humans with your SAP applications The OmniAnalysis platform does all the hard work in gathering the measurements necessary to produce the Apdex index and to generate individual Expert event notifications that help pinpoint the cause of poor application performance The Apdex index and supporting data provided by OmniAnalysis is invaluable on a daily basis as we monitor networks servers applications and users www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems wi2. 15 0 87 100 66 012 18 766 Vo Media er0 103 8 222 1 2 0 50 124 100 378 10 024 EI Visuals Be 10 103 8 236 1 2 0 00 82 61 390 21 370 p Peer Map o Be10 103 9 45 1 7 1 00 66 47 508 14 881 je e10 103 9 135 10 62 0 85 392 284 720 22 362 a H O ERP Applications 2 o 20 11 956 0 791 poe content Repository Access 1 19 7389 5 940 904 29 191 ee Protocols Beene Summary E 92452 lt gt 1090 A 19 7 389 5 940 904 29 191 0 Low Server to Client Throughput oe 3 0 je AA Non Responsive Server A 2 0 AA TCP Too Many Retransmissions 5 0 Q TCP Slow Segment Recovery eo 6 0 lt i TCP Triple Duplicate ACK E 3 0 Event Summary Event Log Node Detais Entries 172 iray Teva d oe Application Apdex Task Ended Frustrated User 1 oe Application Apdex Task Ended Tolerating User 4 eo Client Server Low Client to Server Throughput 2 oe Client Server Low Server to Client Throughput 11 A Client Server Non Responsive Server 2 Q Client Server Slow Server Response Time 137 Q Transport TCP Slow Acknowledgement PK Ad Transnnrt TCP Slow Seament Recovery FL Figure 8 OmniPeek showing problems with SAP flows above and listing Expert diagnoses of problems below In the example above OmniPeek has highlighted network events that indicate that the SAP Application Server is having difficulty accessing the SAP Database also known as SAP Content Server By right clicking on an individual flow listed
3. provisioning or configuration changing of business critical applications Minimal Impact on Devices and the Network Itself Finally a performance measurement solution should neither influence the performance of the devices being monitored nor congest the network bandwidth that applications require The OmniAnalysis Platform has been designed to place only minimal load on the network OmniEngines analyze traffic locally so they do not need to send gigabytes of capture files to the console for analysis Instead they send only the data needed for presenting analysis results on the OmniPeek console Typically communications among OmniAnalysis components consume as little as 8 10 kb s on average producing negligible effect on the network Individual and Customer Specific Enhancements In addition to monitoring application performance and quality of service the OmniAnalysis Platform can also monitor important factors such as server availability The platform s Expert Analysis detects and flags Non Responsive Server conditions Since clients are continually sending Syn s to servers watching for this Expert Event can alert network engineers to a SAP server that is no longer responsive Of course network engineers can monitor other business critical applications this way as well Integrating OmniAnalysis with Other Monitoring Solutions Since it is an open and extensible monitoring platform OmniAnalysis can be enhanced with SAP Applica
4. under these servers a network engineer can inspect the actual payload of the affected traffic using OmniPeek s Visual Expert www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications OmniPeek Flow SAP Content Server 1090 lt gt SAP Dispatcher 4386 aa GET ContentServer ContentServer d1ll info pVersion 0046 contRep ZCSETAS P42T amp docId 3F3A1C45AAEFD64 4B5ADD9FB128115C8 caccessMode r authiId cl 3DC11 expiration 20061130163238 secKey MIIBLOYIKoZIhvcNAQcCoLIIBhj CCAYICAQEXCZAJBgUrDgMCGgUAMAsGCSqG 2FOORCKu4s43cuTTIXGvTQOS8zorj DLIDCBpgYF Kkw4 DAhswg ZwCOQEi 9Vy LI pGpgBwpby 66sV16 IHOTJkoJI 2Fb1RDbeogy21 2BS69a9S2BImMLALOENS2BttGqA34vs 2FQAf9IBzZFtmF psDwniOlAhUBONzq3BaLZ3Vj2dGBB5HPZhSeBa0COHs Zv4pNumfHRNhmlL bKKITDgPOrDDnG7FSIglFhHTAFVcelt lt 2FdFaH8j kigzaJDkKFIs 2BuVvS0yGPytGPYmekEMDAUAhNUAy IZDbC7ADSSOHEGLO4SmLSROCQOCFOEY1lgtz46PR 2B2WyEvac87FIK1LyYF1lg 3D 3D HTTP 1 0 Host 1b 0s 4 905 1090 Content Length 0 User Agent SAPHTTP HTTP 1 1 500 Internal Server Error Server Microsoft IIs 5 0 Date Thu 30 Nov 2006 14 32 47 GMT Content Type text plain Content Length 110 X ErrorDescription CreateDir E SAPCSD42 ZCSETASP42T The system cannot find the path specified X ContentServer contentServer 10 103 1 55 contentServerPort 1090 pVersion 0046 id SAP HTTP Content Server 500 Internal Server Error CreateDir E SAPC
5. 8 10 103 8 187 10 103 73 119 10 103 1 118 10 103 6 28 Protocols 2 10 103 8 157 10 103 97 46 10 103 8 122 10 103 13 78 10 103 9 80 10 103 9 167 E Ethernet Type 2 10 103 13 67 10 103 9 150 EIP 10 103 8 207 10 103 10 10 Ely TCP V Business Warehouse M Content Repository Access M ERP Applications i M Printing Services iV SAP Messaging 1 Keine Frechiitreriinn Festoestellt Fectnlatte ict in Retrieh Figure 4 The OmniPeek Peer Map provides a graphical representation of traffic of the network OmniAnalysis is able to calculate the actual Application Response Time ART when it captures traffic from a TCP IP Flow Rather than measure only the TCP ACK response time like many others do OmniAnalysis measures the actual transaction time for a GET request an SQL query a file open and so forth How can OmniAnalysis measure and monitor the performance and availability of your SAP Services Measuring SAP Application Performance with the OmniAnalysis Platform Browser based applications such as SAP applications may involve multiple flows not just flows between the front end and the back end application and database servers but also parallel flows within the client application itself From click to completion is considered to be an end user task These task times which provide the basis for Apdex scores fall into three performance zones or levels of satisfaction for a task defined by Apdex Satisfied User Frustrat
6. Process e Within each SAP Application Server there is a single SAP Dispatcher which handles all user requests as well as requests from other SAP Applications Servers The Dispatcher assigns requests to different Work Processes Each Work Process opens an individual dialog to the required database e Responses from the Work Process return by the same path through the Dispatcher of the SAP Application Server and back to the user Most generic SAP implementations have numerous application servers but for every individual application there is a single central management point that handles all the communication flows from the SAP GUI or the mySAP Web portal This single point or gateway will prove useful when it comes to capturing full duplex traffic and examining average Application Response Times which in turn is the basis for Performance Monitoring Measuring SAP Application Performance and Generating Apdex Scores Requirements for a Network Troubleshooting Solution for SAP We ve seen that Apdex provides a meaningful metric for assessing how network and application conditions are contributing to an end user s experience We ve also examined the structure of SAP transactions in order to find a focal point for collecting data for monitoring and troubleshooting SAP application performance Ideally network administrators would be able to monitor Apdex scores to look for problem flows from specific applications Then once a problemati
7. SD42 ZCSETASP42T The system cannot find the path specified PacketVisualizer Payload Graphs What If l Figure 9 The OmniPeek Packet Visualizer reveals the source of the problem As this payload shows a process is trying to create a new directory on the SAP Content Server and the server is responding with an error message saying it cannot find the specified path Now it s up to the SAP Application Administrator to decide what is causing the problem but in any case it s not the network This example demonstrates the way the OmniAnalysis Platform can help keep an SAP environment and other IT environments too performing optimally Monitoring Service between the Application Server and the Database If problems are experienced but the packets don t clearly identify the source of the problem Client Application Server Network Database immediately an additional analysis behind the SAP Application Server and the Database can become necessary OmniPeek provides unique features to combine and analyze the information from multiple segments and help to troubleshoot a Multi Tier Architecture A thorough discussion of how detect other types of problems such as hardware shortcomings RAM allocation application programming errors expensive SQL requests and database configurations is beyond the scope of this paper WildPackets consultants are available for diagnosing network and application problems related
8. Space i Wired and Wireless Network Users i l Figure 3 The WildPackets OmniAnalysis Platform OmniAnalysis is built upon an agent console concept The console is the OmniPeek network analyzer a Windows based application that presents detailed expert analysis and graphs of network traffic and provides an interface for working with agents The agents which are called OmniEngines run on either Windows or Linux platforms and capture traffic for local analysis which is presented in real time through the OmniPeek console OmniEngines access the traffic on your network either through a SPAN mirror port on a switch or via a physical network tap OmniEngines can capture and monitor traffic from Ethernet full duplex Gigabit Ethernet 10 Gigabit Ethernet and 802 11 wireless segments This is a summary of agents and console The OmniAnalysis Platform also includes other optional components such as wireless sensors and a PC card laptop for troubleshooting 802 11 RF interference Like the mySAP Platform the OmniAnalysis Platform processes and delivers all its information in real time And like mySAP the platform is very extensible In fact OmniAnalysis has its own community of developers using open APIs scripting language and decoders to develop new plug ins and decodes that extend or customize the functionality of the platform For more information about this community please visit the Web site of the WildPackets Developer Network w
9. WildPackets A Network Engineer s Guide to Troubleshooting User Satisfaction Illuminate Your Network Problems with SAP Applications April 2007 Is It the Application or the Network If you re a network engineer in an organization that runs SAP you re probably familiar with the challenge of troubleshooting SAP networking problems A typical scenario goes like this End users of a SAP application complain about poor application performance The SAP BASIS Administrator and Database Administrator report that the SAP applications themselves are performing correctly They suggest that the real problem lies with the network They ask you to troubleshoot the problem But is the network really the problem How can you tell Without in depth SAP expertise and tools how can you accurately diagnose a SAP application performance problem This problem isn t confined to SAP applications Whether the application is SAP Oracle VoIP or some other type of application it s often difficult to determine whether the application or the network is ultimately responsible for poor quality of service Even seemingly straightforward metrics such as server response times can be deceptive In the context of user tasks and application transactions a slow server may not turn out to be the critical factor affecting a user s experience So if you cannot rely on simple metrics like server response times how can you accurately measure how well an applicatio
10. actestisonesiocaiealtemaatateies 5 Measuring SAP Application Performance with the OmniAnalysis PlatfOrM ssseessssessssoessseesssseesssscesnseeonsseenssoeosseeoosseoosseesssseess 7 Apdex Values the Physical Point of Measurement and Troubleshooting ssseesssseessseessseesssecsssseesssseronseessseeessserosseeosseeossseessssee 9 Monitoring SAP Servers on an Enterprise Network csssscssssssssssscssessssssecsssssscsssecssssscessssscassecsssesscsssesscsesecsssesscsesecsesesecsesecess 9 Monitoring SAP Services Hosted Off Site ssssssssssssssssssssssssssscsssecsssssssssssecsssssessssecssscsssscsessssecsssucsessssessssucassucsesacsecsssesaseneneesees 9 Monitoring Service between the Application Server and the DatabaSe ssseessseessesssseesseesssessseroseesssessseeosseessesssseossees 11 Network Reporting for SAP Applications ee sessesssseesssseessseesssseesseeosseeosseesosseeonsserossseonseressseeosseeosseeossserossseeosserenssresseerosserossseossserssssresss 12 Advantages of the OmniAnalysis Apdex Solution Compared to Other Performance Management Solutions 12 FOW On U E A E A E EO E A E A O E O E AN 13 Ready for Broad Use on Any Enterprise Network cssssssssscsscssssssssesssssssssssssessecsessssssssssessecsscnssassecsucsecsseussucsecsucascussecaucasenseeses 13 Support for Drill DOWN INVeEStIGATIONS cccsssssessessssesscsessssecsssscsssscsessssucsssscscsssscsssucsssscsucsesscsssucsessssucassu
11. c flow is discovered network administrators need a way to troubleshoot that flow As always it would be nice not to have to change tools in this process Network administrators should be able to easily navigate between Apdex scores and expert diagnoses and packet details of the traffic contributing to these scores All of these capabilities are available in the OmniAnalysis Platform an enterprise class network troubleshooting solution from WildPackets The WildPackets OmniAnalysis Platform The WildPackets OmniAnalysis Platform gives network engineers real time visibility into every part of the network including Ethernet 802 11 wireless and WAN links to remote offices Using the OmniAnalysis Platform s local capture capabilities centralized console distributed engines and expert analysis engineers can rapidly troubleshoot faults and fix problems restoring essential services and maximizing network uptime and user satisfaction Of all network analyzers and consoles available today only the WildPackets OmniPeek analyzer enables network engineers to monitor multiple parts of the network simultaneously and independently an important capability when engineers know there s a problem but not where it is www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications es UP h 4 pS gt 4 eee X D a pss b _ Retail or Public a j k Remote Office Access
12. csssucassncsecsssncasescaeessanenses 13 A Watchful Eye during Configuration Change u csssssssssssssssecsssscssssssscsssscssscssssssecsssecsessssesssscassucassacsecscsecsssucsesucsesseseeneeseaeens 13 Minimal Impact on Devices and the Network Itself cessssssecsssesssscsecsesssessesessssesecsesessesesesssseseesesesseseseesesesseseseescseseeseseeseees 13 Individual and Customer Specific ENHANceMens sccccsssccsssssessssssessesesssecsesssesseesesesscacseesescsecsesesacacscseseseesesssacaeseseseesesesnees 13 Integrating OmniAnalysis with Other Monitoring SOLUtIONS cccessssesssesscsssecsssssscessscscsssecssssscessecscsssecsssecscssseeseseseeseseces 13 2 www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications Measuring End User Experience with the Apdex Standard Introducing Apdex A new application performance metric Apdex was created by an industry consortium the Apdex Alliance specifically to address the challenge of analyzing application performance in meaningful terms The goal of the Apdex metric is to provide a single metric that represents the quality of service an end user is receiving from an application Unlike other low level metrics such as server response times the Apdex metric e Measures performance in the context of a user doing meaningful work e Bases qualitative judgements on laboratory results of end user experience to judge when users are lik
13. ed User User can focus on a task progress Tolerating User User notices slowdown productivity User is so unhappy with the poor is not hindered is impaired responsiveness of the application he or she may stop work on the task Typically SAP users consider one second to be a satisfactory average load time plus or minus some fractions of a second depending on the actual application The OmniAnalysis Platform allows you to specify a satisfactory load time as a threshold By Apdex convention the tolerating time is 4 times the satisfactory threshold Thus if our target satisfactory www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications threshold is 1 5 seconds then 4 x 1 5 or 6 seconds will be set as the tolerating threshold and anything greater than 6 seconds or abandoned altogether is considered frustrating Apdex is a statistical measurement Several samples are required for accurate interpretation of the Apdex index As packets are captured and analyzed by the OmniAnalysis Platform the OmniPeek console displays and updates both the Apdex index and the number of available samples in real time Additionally previously captured traces can also be loaded for detailed post analysis for troubleshooting The computed index and number of samples are represented in the Expert Application window in the columns labelled Apdex and Apdex Sample Count respec
14. ely to be content or frustrated e Provides a single high level metric that reflects the quality of service an application is delivering based on multiple samples of tasks Apdex scores reflect user satisfaction with the performance of enterprise applications How does Apdex work Apdex measures how long it takes users to perform a task such as completing a Web transaction each task may comprise several conversations with a server or servers If a task takes too long to complete users become frustrated Apdex takes several samples measuring the total time required for the completion of a task It then applies a formula using a threshold based on user satisfaction levels observed in laboratory testing and produces a single metric a number between 0 and 1 that grades the quality of service an application is providing Scores between 0 94 and 1 0 are excellent Scores between 0 85 and 0 94 are good Scores between 0 70 and 0 85 are fair Scores below 0 70 are poor or unacceptable 1 Define T in seconds for the application T the application target time threshold between satisfied and tolerating users F threshold between tolerating and frustrated users is calculated F 4T 2 Real tim Expert reporting group View by Application Server or User 3 Extract data set from existing measurements for viewing 4 Count the number of samples in three performance zones 5 Calculate the Apdex formula Real time Expert 6 Display A
15. ineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications If an organization is accessing SAP services through an off site managed service the OmniEngine should be placed between the core switch and the firewall so the engine can capture all the flows between the SAP server farm and the SAP user community working on the enterprise network By inserting a TAP a Test Access Point which duplicates network traffic down to the bit level after the core switch before the firewall router and configuring the TAP and OmniEngine based on the servers and ports carrying SAP traffic network engineers can monitor the quality of service provided by the off site SAP server farm Similar results can be obtained by deploying an OmniEngine in front of the server farm itself This latter option may be attractive to service providers who want to take advantage of Apdex to monitor the quality of service their SAP applications are delivering OmniPeek Capture 1 D O H M B Oe eles ir 2 COO Sjal d Packets received 8516 Memory usage 42 ae Tocesiigcm 8 516 DORA Accept all packets stop Capture Capture Flows analyzed ET Flows recycled 0 gt Packets Events detected 172 Packets dropped aT h aa F DOLPD 20 2 144 73 730 3 715 Pook Hierarchy E eBusiness Warehouse 5 124 0 80 764 560 008 25 486 _ EbQOSAP Application Server 5 124 0 80 764 560 008 25 486 o e10 103 6 21 1
16. might be fast but users are suffering because of some other performance problem By focusing on the quality of service that end users are receiving OmniAnalysis keeps troubleshooting and configuration management focused on the end goal Ready for Broad Use on Any Enterprise Network The OmniAnalysis solution provides out of the box measurement of what s really affecting users without requiring network engineers to spend hours or days configuring the software for a particular application Apdex can be used to measure the quality of service for SAP and for many other applications on your network Support for Drill Down Investigations When application performance degrades the OmniAnalysis Platform s Expert Analysis can rapidly diagnose the root causes whether the causes suggest diagnostics that are applicable for the network support staff expert events below the application and session layer or application events that point towards server issues that the database SAP Administrator can investigate Because so many different factors can affect SAP performance the Expert Analysis and rapid drill down capability provided by the OmniAnalysis Platform are invaluable for sites running SAP applications A Watchful Eye during Configuration Changes Being independent from a SAP version and the hardware SAP applications are running on OmniAnalysis provides an objective measurement of how applications are performing before during and after the
17. n is performing for its users And if an application s performance is unacceptable how can you quickly determine the root cause WildPackets Inc 1340 Treat Blvd Suite 500 Walnut Creek CA 94597 925 937 3200 www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications Measuring End User Experience with the Apdex Standard cscsssssssssssssscsssscsssssecssssccsssscsssssessssssssssssesesssesesesessesscsesecsssesecseseess 3 PAE CAINS I eroian o a A IE ANE ER N vane casevnseta esnucahecphoscctansdses caueanesateticesbanpumessunsineaibneseaccennss 3 Ander NOSA P naa E E A E E E E E ees needa eeertie 4 Introduction to SAP R 3 and mySAP for Network Administrators seseesssseessssesssseesnsseesseeeosseeosseesssscesnsseensseeonseresseerosseeosseeossseessssee 4 Anatomy of a SAP WANS ACUlOW oosscisceectcssccesseszcvesteniccsecavesbaceenssessscarsecdcvessacesnqsdhboeneesuideinssastehceaxtenieaccdsteatnsdeasssaeusibestieccendeemmsssosetnoese 5 Measuring SAP Application Performance and Generating Apdex SCOLES csssssssssssssscssscsssscsessssecssssssecsssessssecsssassecssseesssncseesees 5 Requirements for a Network Troubleshooting Solution for SAP esssseessseesssseessseeesseessseesossecossseesnssesnsecessseeosseesoseeoosseesssseees 5 The WildPackets OmniAnalysis PLA OMG sssatesesccucdaccstacszesacssestaseestistccasncsacdscaticteenctateesauoucc eaabisteedheiiceceasuacetasc
18. network score You gain the ability to drill down into the technical details of a problem starting with the score itself But before we explore this rapid drill down methodology let s take a quick look at the SAP application architecture Understanding SAP transactions will help you make the most of Apdex measurements of SAP applications Introduction to SAP R 3 and mySAP for Network Administrators The following illustration shows a simplified view of the architecture of a typical SAP environment consisting of a Presentation Server a SAP Application Server and a Database Server SAP Web Application Server i a Work Sy Process TCP IP ea Dispatcher peno Work Process Database TC P I P Server Work Process Figure 2 A High Level View of a SAP Environment www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications Anatomy of a SAP Transaction The workflow of a SAP transaction is a multi step process involving a tiered hierarchy of servers and control points The workflow is as follows The user enters input through the SAP GUI or a Web browser The input may be either information to be written into a database or a request for information or a calculation e The input goes over the network via TCP IP to the SAP Application Server and is handled by the SAP Dispatcher a software component that functions as a central control unit within a SAP
19. pdex results Reporting View Frustrated 5 4 Satisfied a Apdex Total Samples Figure 1 Calculating Apdex Scores Using these scores a network administrator can tell at a glance what sort of service an application is delivering If an application s score is 0 85 or higher users are almost certainly satisfied with the performance of the application Lower www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications scores suggest there could be a problem Ultimately Apdex scores reflect the effectiveness of IT investments in contributing to business objectives If an organization successfully invests in its IT infrastructure its Apdex scores should improve Declining Apdex scores are a sign that the IT infrastructure is not serving its business goals The Apdex Technical Specification and other information are available at www apdex org the Web site of the Apdex Alliance The Apdex Standard is part of the IEEE ISTO Apdex and SAP How do Apdex scores help you troubleshoot SAP applications Because Apdex scores summarize application performance results in the context of user tasks Apdex scores provide a useful diagnostic for determining whether or not a problem exists Furthermore by measuring Apdex scores with a comprehensive network analysis platform you gain the ability to determine what network or application conditions are contributing to a poor
20. pdn wildpackets com Unlike competing performance monitoring tools OmniAnalysis gains its information independently by passively collecting data from your network and analyzing it over the entire seven OSI Layers every bit of every packet is analyzed This is sometimes referred to as deep packet inspection www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications OmniPeek SAP pkt HA ea mA a ee pm CE o eee Packets Log Profiles Epa Maximum Nodes l eiai i SAP Database Server Absolute S hL Application E SAP Application Server Percent 1 VolP Media Bo F Visuals 10 103 4 189 h 10 103 4 147 j 10 103 12 255 j 10 103 9 31 Traffic Types Graphs 10 103 8 127 10 103 73 111 M Unicast Statistics 10 103 13 125 f 10 103 73 22 7 Multicast i Nodes 10 103 65 33 jji 10 103 103 156 Protocols 10 103 8 246 ji 10 103 1 39 M Broadcast Summary 10 103 8 124 j 10 103 8 215 Nada Ranking 10 103 5 89 10 103 14 6 1010332 AA WY 10 103 8 243 Highest z 10 103 103 101 10 103 8 123 Node Statistic 10 103 6 21 10 103 9 135 Total Packets 10 103 4 13 10 103 73 27 m 10 103 9 100 10 103 8 159 Traffic Direction 10 103 1 125 10 103 68 176 Sent and Received x 10 103 9 45 10 103 8 222 10 103 73 112 10 103 8 236 Surna 101031134 101034173 sil dled pee iy 10 103 9 95 10 103 4 8
21. th SAP Applications Apdex Values the Physical Point of Measurement and Troubleshooting Monitoring SAP Servers on an Enterprise Network TCP IP SAP Web Database Application Server Server Figure 6 Monitoring a SAP Server on an Enterprise Network In order for the OmniAnalysis Platform to calculate an Apdex score for an application it needs to capture the full duplex traffic of a communication flow If the flow is captured in front of a client in a switched network the resulting Apdex score will reflect the quality of service being delivered just to that client A better location for the capture is in front of the SAP Application Server itself so that the platform can generate Apdex scores for all the clients communicating with the SAP server WildPackets recommends installing an OmniEngine on the network in front of the SAP Application Server Capturing traffic here the OmniEngine can track individual scores for each client as well as an aggregate score for the server overall Incidentally WildPackets recommends not installing an OmniEngine on the SAP Application Server itself since the OmniEngine s own processing requires some computing resources and may compromise the performance of the server being monitored Monitoring SAP Services Hosted Off site User Network Core Switch Firewall SAP Server Farm Figure 7 Monitoring SAP Performance of Off Site Hosted Servers www wildpackets com A Network Eng
22. tion specific www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications plug ins and integrated into other frameworks like CA s Spectrum BMC s Patrol or combined with SAP s own monitoring solution CCMS just to name a few examples For examples of extensions to the OmniAnalysis Platform visit the WildPackets Developer Network Web site at wpdn wildpackets com To learn more about custom integration projects please contact your WildPackets representative or write to our Custom Engineering Group at ceg wildpackets com Learn More Email sap wildpackets com Telephone 1 925 937 3200 WildPackets Inc 1340 Treat Blvd Suite 500 Walnut Creek CA 94597 925 937 3200 www wildpackets com www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications www wildpackets com
23. tively Samples are tallied and fed into a formula to produce the Apdex value OmniPeek SAP pkt Meese Sltr2 oon Faa E Capture Flows analyzed Flows recycled Po D ir Packets Events detected 1398 9 Packets dropped o o EF We TCP 1095 6 8 1 00 116 16 926 3 108 H B Scontent Repository Access 29 A 75 1 00 244735 182 385 688 00 06 41 967 VoIP Media EH O SAP Application Server 444 73 0 77 726 370 256 00 06 23 811 Visuals 0101039150 1 9 1 00 44 24 232 4 555 Peer Map EB e10 103 9 45 10 4 0 83 152 116 738 00 01 13 101 Graphs lt i i BP Q 1650 lt 3300 eo 4 0 83 152 116 738 00 01 13 101 1 038 42 Er Statistics e01031125 1 14 0 70 374 213 578 00 06 23 811 See i 3786 53300 0 1 00 38 17 020 00 05 24 462 0 027 7 fen Protocols PPP a Sain _ Br e265 lt 3300 o 1 1 00 86 65 374 24 216 0 045 25 1276 23300 o 1 00 38 21 528 34 284 0 034 9 E 2093 lt 3300 eo 1 0 25 82 42 650 00 02 32 573 0 625 24 TCP Retransmission T 1 0 625 24 Apdex Task Ended Frustrated User T 1 0 625 24 Apdex Task Ended Tolerating User oe 1 0 625 24 BE i Slow Server Response Time oe 8 0 625 24 HQe1702 lt 3300 2 82 61 438 00 05 21 432 1 707 25 eo 1390 23300 o 6 696 0 015 0 ro 1149 lt 23300 o 6 696 0 016 0 ro 1141 lt 3300 0 6 696 0 023 0 HD 1137 lt 3300 o 12 1 392 00 05 00 238 o z Event Summary Event Log Node Detaiis T Entries 1398 tayer ets d co l
24. to your SAP implementation For more information about WildPackets consulting services including the Network Health Check service please visit www wildpackets com services www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications Network Reporting for SAP Applications Leaving deep packet analysis aside for a moment a tremendous amount of information can already be gained just by examining the statistical data and comparison tables available through the OmniAnalysis Platform Historical information is available for the required amount of time Statistics can either be saved as HTML reports or used to create long term trending information which is also very useful to answer Network Re Design Questions or as the beginning point for comprehensive Root Cause Analysis Reports Microsoft Internet Explorer Expand Minimize OmniEngine Enterprise w Captures summary 4 matlic Capture 1 J recent summary Am hourly 8 Broadcast Traffic Class Utilization Error Distribution IP Group Protocols Distribution Network Protocols Distribution Network Utilization Packet Size Distribution Service Applications Distribution Top Applications Top Nodes User Applications Distribution aily weekly monthly yearly archive summary o PEP PPP PPP ree Packets Bytes Recent Hourly User Applications Distribution User Applications Distrib
25. ution from 08 30 to 09 30 on 2007 01 11 50 0K 45 0K 40 0K 350K 30 0K 25 0K 20 0K 15 0K 10 0K 5 0K 08 30 08 45 09 00 09 15 E Business Warehouse Content Repository Access ERP Applications User Applications Distribution from 08 30 to 09 30 on 2007 01 11 Figure 10 Example of OmniReporting Service for Bandwidth usage of specific Applications If someone complains about intermittent problems or a performance problem that occurred last weeks it s possible to use these reports or the network forensics features of the platform to go back in time to identify characterize and troubleshoot the problem Advantages of the OmniAnalysis Apdex Solution Compared to Other Performance Management Solutions Every enterprise network is swimming with metrics available via logs router statistics SNMP information server performance monitoring CPU disk I O etc and so on What are the advantages of the OmniAnalysis Apdex solution over these other metrics www wildpackets com A Network Engineers Guide to Troubleshooting User Satisfaction Problems with SAP Applications Focus on Users The Apdex metric measures the most important thing of all the service that end users are receiving Other lower level metrics such as server response time may suggest that users are or are not receiving a high quality of service Often it s too difficult to tell Server response time might be slow yet not affecting users Or it
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