This appendix provides a detailed discussion of the support available for the accurate monitoring of Siebel applications. Note that this support is only available if you have a valid Application Management Suite for Siebel licence. For more information, contact your Oracle representative.
The monitoring support provided is designed to support HI applications (such as Callcenter, Sales, Service, Marketing, and PRMManager) for Siebel 7.7 and higher.
With this release of RUEI, Siebel Open UI is also supported.
You can create suite definitions for Siebel-based applications in the same way as for any other supported Oracle Enterprise architecture. The procedure to create suites is described in Section 10.1.1, "Creating Suite Definitions".
When creating a Siebel suite instance, a preconfigured cookie for the Siebel environment is automatically created. This is implemented as a custom cookie, with the name _sn. This is probably suitable for your Siebel applications. However, depending on the configuration of your environment, you may need to modify it. See Section 12.2, "Specifying the Session Tracking Mechanism" for more information on cookie configuration.
Sometimes, the visitor's logon is not easily obtainable. For example, because of Single Sign-On (SSO) constructions that lead to alternative visitor logons outside the web layer. In this case, include the following JavaScript code within the web template page (or multiple pages) accessed by visitors when entering a monitored Siebel application:
<SCRIPT LANGUAGE="JavaScript"> var loginname = top.theApplication().GetProfileAttr("Login Name"); document.cookie = 'siebeluserid='+loginname </SCRIPT>
To identify the required web template file(s), do the following:
Determine the relevant web page(s) currently used by your Siebel application. Within Siebel Tools Object Explorer, click Application, and query for the Siebel application that you are monitoring (for example, Siebel Public Sector). Note the field value (for example, Login Web Page for the logon web page).
Within Siebel Tools Object Explorer, click Web Page, and query for the web page noted in the step above. Note the web Template field value. This is the web template used to render the page.
Within Siebel Tools Object Explorer, click Web Template, and query for the web template noted in the step above. Expand the Web Template icon in the Object Explorer, and click Web Template File. Note the Filename field value. This is the web template file.
Update the identified web template file to include the JavaScript code described above.
An Siebel implementation is analyzed by examining all traffic that passes between the web server and the clients, either visitor browsers or software that accesses the Siebel Enterprise Application Integration (EAI) interface.
This traffic has the following structure:
http://server:port/application_language/start.swe?parameters
The recognition of individual visitor sessions is based on session cookies. By default, the session cookie used is _sn. If this cookie is used not used, it can be removed, and a custom cookie defined with the required name. Note that it is not possible to recognize cookies based on parameters in the URL.
It is strongly recommended that you ensure that the cookie name is correctly specified within RUEI to track visitor sessions.
The actions executed by the user are tracked by RUEI. The actions are recognized by their call to the Siebel server (a list of known parameters is used in that call). Looking at one user session, all hits are set in a time-ordered line. The recognized hits are marked as user actions, the others as elements of that action (such as images/objects/activeX-component loading/javascript-library-loading). The reported loading times per page are the calculated based on the action, and include all elements.
Predefined content messages are automatically provided for all standard SBL error messages. These are recognized as page elements when they start with SBL-. For example, SBL-EAI-04117. By default, these errors are reported as functional errors. For more information, see Section 7.3.13.1, "Defining Translations for Content Messages". Though the example shown relates to applications, this is also applicable to suites, where the list is prepopulated with strings.
The Siebel-specific data items shown in Table L-1 are reported in RUEI.
Table L-1 Siebel-Specific Data Items
| Item | Description |
|---|---|
|
Siebel Applet |
The applet in which the end user was navigating. Applets allow access to the data in order to create. |
|
Siebel Command |
The technical action that the end user was performing (if any). |
|
Siebel Method |
The technical area in which the action of the user was performed (if any). |
|
Siebel Module |
The Siebel module that the end user was browsing. For example, Callcenter, HR, Marketing, and CRM. |
|
Siebel Screen |
The screens used within the suite. A screen is a logical collection of views. It is not a visual construct in itself; rather it is a collection of views that the menu bar and view bar can display. |
|
Siebel View |
Similar to seen Siebel views. A view is a collection of applets which appear on screen at the same time. |
The Siebel user interface does not always report screen activity to RUEI. In some cases it is not possible to get a total number of successful logins directly from RUEI reports. The measurement can be polluted by items like incorrect logins and browser refreshes. You can use other RUEI functionality to workaround this issue by performing the following steps:
Create a new user flow as described in Chapter 9, "Working With User Flows" and create the following user flow steps:
The initial (login) screen
For example, create a step:
User Group != users
The home page (Welcome user page)
For example, some applications would require
User Group = users AND page = Homepage
and Siebel would require
User Group = users AND Siebel View = *Home Page*
Clicking inside the app
For example, some applications would require
Action = click OR page != Homepage
and Siebel would require
Siebel Command != (no value)
Use this user flow and count the number of completed flows to determine the correct number of logged-in users.
Currently, RUEI does not work with all Siebel functionality. In particular, the following known limitations exist:
RUEI attempts to report URLs in a human-readable format. This means the reported URLs, although they appear to be real URLs, cannot always be copied and pasted into the browser address bar. It is not possible to distinguish between the raw format (received by the web server) and the more readable format (reported by RUEI). This is particularly important in the case of Siebel URLs. Consider the following argument examples that might appear in a Siebel URL, and how they are reported within RUEI:
&SWEView=Program Expense Trend Analysis View &SWEView=Program+Expense+Trend+Analysis+View
The first URL probably went over the line as follows:
&SWEView=Program%20Expense%20Trend%20Analysis%20View
However, the second URL could have gone over the line as either of the following:
&SWEView=Program+Expense+Trend+Analysis+View &SWEView=Program%2bExpense%2bTrend%2bAnalysis%2bView
IF it did not go over the line in the second format, the value may very well have been interpreted incorrectly by the web server.
Applications that make use of a Rich Internet Application (RIA) framework (such as Ajax) may have reduced replay capability. Typically, Siebel SI-based applications exhibit less restrictions than HI-based ones.