Enabling health check alerts for IBM Traveler

Follow these steps to enable health check alerts from the MaaS360® Portal for the Cloud Extender® IBM® Traveler module.

Before you begin

This feature is available for Cloud Extender MEG Module 2.86 or later only.

Procedure

  1. From the MaaS360 Portal Home page, select Setup > Cloud Extender Settings.
  2. Select Health Check Configuration > IBM Traveler Alerting.
    The IBM Traveler Alerting list is displayed.
  3. From the list, enable the alerts that apply to your environment.
    If you set an alert subscription to Critical Only, the Cloud Extender sends an email message or a text message to the administrator for all alerts that are marked as Critical.
    The following table provides a description of each alert and the steps you take to remediate the alert:
    Alert name Alert description Remediation steps
    Delta data refresh failure The Cloud Extender cannot upload new or changed device and policy information from IBM Traveler due to critical errors during the sync.
    1. Verify that the IBM Traveler environment is operational.
    2. Check for recent firewall or proxy changes that might block access from the Cloud Extender server to the IBM Traveler URL.
    3. If this issue continues, collect logs from the Cloud Extender, and then contact IBM Support for further assistance.
    Full data refresh failure The Cloud Extender cannot upload all the device and policy information from IBM Traveler due to critical errors during the sync.
    1. Verify that the IBM Traveler environment is operational.
    2. Check for recent firewall or proxy changes that might block access from the Cloud Extender server to the IBM Traveler URL.
    3. If this issue continues, collect logs from the Cloud Extender, and then contact IBM Support for further assistance.
    IBM Traveler server not reachable The Cloud Extender cannot connect to the IBM Traveler server because the server is unreachable or the IBM Traveler configuration settings in the Cloud Extender are invalid.
    1. Verify that the IBM Traveler environment is operational.
    2. Check for recent firewall or proxy changes that might block access from the Cloud Extender server to the IBM Traveler URL.
    3. If this issue continues, collect logs from the Cloud Extender, and then contact IBM Support for further assistance.
    Service Account credentials expired The Cloud Extender cannot connect to the IBM Traveler server because the server is unreachable or the service account credentials are invalid.
    1. Verify that the configured IBM Traveler server configuration or URL is reachable from the Cloud Extender server. From the Cloud Extender Configuration Tool in the MaaS360 Portal, use the Test Reachability workflow to confirm.
    2. Check whether the configured service account is still active and that the password is not expired. If required, use the Cloud Extender Configuration Tool in the MaaS360 Portal to update the service account credentials.
    3. If this issue continues, collect logs from the Cloud Extender, and then contact IBM Support for further assistance.
    IBM Traveler server not reachable or service account credentials expired The Cloud Extender cannot connect to the IBM Traveler server because the server is unreachable or the service account credentials are invalid.
    1. Verify that the configured IBM Traveler server configuration or URL is reachable from the Cloud Extender server. From the Cloud Extender Configuration Tool in the MaaS360 Portal, use the Test Reachability workflow to confirm.
    2. Check whether the configured service account is still active and that the password is not expired. If required, use the Cloud Extender Configuration Tool in the MaaS360 Portal to update the service account credentials.
    3. If this issue continues, collect logs from the Cloud Extender, and then contact IBM Support for further assistance.
    Script timeout The device discovery script is taking more time to complete than the configured threshold.

    The MaaS360 Portal might not contain the most recent device information from the IBM Traveler or the IBM SmartCloud® environment.

    		 The device discovery script times out due to the following issues:
    • Too many mailboxes and devices in your IBM Traveler environment.
    • The Cloud Extender is trying to reach remote mailbox servers that are slowing down the script.
    Follow these steps to remediate this alert:
    1. Use the Cloud Extender Scaling Tool to determine whether you require multiple Cloud Extenders for your environment and whether your current scale meets the criteria. From the MaaS360 Portal Home page, select Setup > Services > Enterprise Email Integration to download the scaling tool.
    2. If this issue continues, collect logs from the Cloud Extender, and then contact IBM Support for guidance on correct scaling or recommendations on how to increase the timeout settings.
  4. Publish the Cloud Extender settings to activate the alerts.