Why do ATM Manager Reports Downtime Not Match my Switches Auto Calculated Up/Down Time?

[ChristopherS]

Why do ATM Manager Reports Downtime Not Match my Switches Auto Calculated Up/Down Time?

For example Postilion automatically calculate an uptime of a terminal based on Fault/Events and these these do not match the percentages within Prognosis reports.

[ChristopherS · Accepted solution]

The really short abbreviated version is:

1. Postilion has hard coded “states” on an event or a fault that are either up or down but this logic is not modifiable by the customer easily and doesn't account for business rules around servicing. For many customers "Is the ATM able to dispense cash?" the key criteria for being "In Service".. for others it varies greatly and they consider in-service if it is communicating and able to perform any customer facing function. 
2. In Prognosis the maps the faults and events to be handled to align to their business rules  in atmposttx.xml (this files varies by Switch) and atmtkttx.xml.
1. They assign categories, severities, and whether it is a down event or not (critical flag = down).

https://help.prognosis.com/prognosis/118/prognosis-for-payments/atm-manager/administrator-guide-for-...

and

https://help.prognosis.com/prognosis/118/prognosis-for-payments/atm-manager/administrator-guide-for-...

1. Prognosis processes and can track multiple events / faults at once.. some being critical and some not being critical.. and if one critical event ends but another one is still open that is continuous down time.
2. The ATMTicketing Prognosis Analyst rules script can modify the severity and category of a ticket. Most customers have havily modified this file in some form, especially as the tempalte is very Base24 classic oriented. 

https://help.prognosis.com/prognosis/118/prognosis-for-payments/atm-manager/administrator-guide-for-...

1. Categories have default severities if not specifically stated in ATMPOSTTX.xml configuration (or other applicable file) .

https://help.prognosis.com/prognosis/118/prognosis-for-payments/atm-manager/administrator-guide-for-...

1. There is a legacy tool call Outage Adjuster for these reports which most customers  (and probably should not at this point) but that can also modify the report data for outages that have occurred earlier in the month.

https://help.prognosis.com/prognosis/118/prognosis-for-payments/atm-outage-adjuster/atm-outage-adjus...

1. There is also an Availability/Schedule configuration within Prognosis which can create exception hours for in-service hours.. if a ATM is down during "in-accessible" hours it is not counted against down time (if configured).

https://help.prognosis.com/prognosis/118/prognosis-for-payments/atm-manager/atm-manager-reporting/pr...

3. The assignment of these faults, categories, and many other configurations within Prognosis directly effect both the uptime and the categorization of reports which inherently will be different than the native monitoring switch platform if it even calculates it natively.

1. Prognosis even out of the box is not intended to match Postilion/Base24/Base24eps/Connex/IST or any of the other Payment switches we support.