Observability

Genesys Web Services 8.6 provides deployment instructions and scripts which you can use when installing and configuring Observability based on Grafana's open source software solution.

The benefits of using this Observability Solution are:

1. Help with root cause analysis.
2. Help with resilience and reliability (MTTR, uptime, and so on).
3. Help with faster and more informed feedback loops (think: continuous improvement).
4. Provide centralized and searchable storage for logs and metrics for Genesys Web Services 8.6.
5. Enable customers to directly share relevant logs and metrics with Genesys Customer Support to help with troubleshooting during incidents happening in an on-premise environment.

The Observability Solution is founded upon Grafana’s Observability Stack (open source) which consists of the following components:

• Grafana - analytics and visualization
• Mimir - storage for metrics
• Loki - log aggregation backend
• Tempo – tracing backend
• Grafana Agent - vendor-neutral telemetry collector

Architecture

The Observability Solution architecture consists of:

• OBS Core Stack (Grafana, Loki, Mimir, Tempo) running on a single designated instance.
• Grafana Agents configured on instances where Genesys’ software is running and sends data to the OBS Core Stack.
• On-demand export from OBS Core Stack to Genesys (the nature of "On-demand" is completely controlled by customer).

Observability platform installation

Important

Genesys has provided deployment instructions and scripts which install the Grafana platform with Genesys Web Services 8.6. However, Genesys cannot provide support for any issues encountered with the Grafana platform.

Important

In order to ensure you are using the latest instructions and to gain access to the RPM package referenced below, refer to the Observability installation package included in Genesys Web Services 8.6.

OBS_instance/README.md

Installation procedure

Complete the following steps to install Grafana.

1. Get the repository keys.

   wget -q -O gpg.key https://rpm.grafana.com/gpg.key
   sudo rpm --import gpg.key

2. Create /etc/yum.repos.d/grafana.repo with the following parameters.

   [grafana]
   name=grafana
   baseurl=https://rpm.grafana.com
   repo_gpgcheck=1
   enabled=1
   gpgcheck=1
   gpgkey=https://rpm.grafana.com/gpg.key
   sslverify=1
   sslcacert=/etc/pki/tls/certs/ca-bundle.crt

3. Install packages.

   sudo dnf install grafana-enterprise loki mimir tempo

4. Update the loki configuration file (/etc/loki/config.yml) with the following parameters:

   # /etc/loki/config.yml
   auth_enabled: false
   server:
     http_listen_port: 3100
     grpc_listen_port: 9096
     grpc_server_max_recv_msg_size: 10000000
     grpc_server_max_send_msg_size: 10000000
   common:
     instance_addr: 127.0.0.1
     path_prefix: /tmp/loki
     storage:
       filesystem:
         chunks_directory: /tmp/loki/chunks
         rules_directory: /tmp/loki/rules
     replication_factor: 1
     ring:
       kvstore:
         store: inmemory
   query_range:
     results_cache:
       cache:
         embedded_cache:
           enabled: true
           max_size_mb: 100
   schema_config:
     configs:
       - from: 2022-11-30
         store: tsdb
         object_store: filesystem
         schema: v12
         index:
           prefix: index_
           period: 24h
   
   ruler:
     alertmanager_url: http://localhost:9093
   #### custom part
   compactor:
     working_directory: /tmp/loki/retention
     shared_store: filesystem
     compaction_interval: 10m
     retention_enabled: true
     retention_delete_delay: 2m
     retention_delete_worker_count: 150
   limits_config:
     retention_period: 7d
     ingestion_rate_mb: 7
     ingestion_burst_size_mb: 20

5. Update the Mimir configuration file (/etc/mimir/config.yml) with the following parameters:

   # /etc/mimir/config.yml
   
   multitenancy_enabled: false
   target: all,alertmanager,overrides-exporter
   server:
     http_listen_port: 9009
     # Configure the server to allow messages up to 100MB.
     grpc_server_max_recv_msg_size: 104857600
     grpc_server_max_send_msg_size: 104857600
     grpc_server_max_concurrent_streams: 1000
   ingester:
     ring:
       # The address to advertise for this ingester.  Will be autodiscovered by
       # looking up address on eth0 or en0; can be specified if this fails.
       instance_addr: 127.0.0.1
       # We want to start immediately and flush on shutdown.
       min_ready_duration: 0s
       final_sleep: 0s
       num_tokens: 512
       # Use an in memory ring store, so we don't need to launch a Consul.
       kvstore:
         store: memberlist
       replication_factor: 1
   blocks_storage:
     tsdb:
       dir: /tmp/mimir/tsdb
     filesystem:
       dir: ./data/tsdb
   compactor:
     data_dir: /tmp/mimir/compactor
   ruler_storage:
     backend: local
     local:
       directory: /tmp/mimir/rules
   ##### custom part
   limits:
     compactor_blocks_retention_period: 2w
     max_global_series_per_user: 0
     ingestion_rate: 1000000
     ingestion_burst_size: 20000000
   memberlist:
     join_members: [ localhost ]

6. Update the Tempo configuration file (/etc/tempo/config.yml) with the following parameters.

   #/etc/tempo/config.yml
   server:
     http_listen_port: 3200
     grpc_listen_port: 9097
   query_frontend:
     search:
       duration_slo: 5s
       throughput_bytes_slo: 1.073741824e+09
     trace_by_id:
       duration_slo: 5s
   distributor:
     receivers:
       jaeger:
         protocols:
           thrift_http:
           grpc:
           thrift_binary:
           thrift_compact:
       zipkin:
       otlp:
         protocols:
           http:
           grpc:
       opencensus:
   
   ingester:
     max_block_duration: 5m
     #enable_inet6: false
   
   compactor:
     compaction:
       block_retention: 24h
     #enable_inet6: false
   
   metrics_generator:
     registry:
       external_labels:
         source: tempo
         cluster: docker-compose
       #enable_inet6: false
     storage:
       path: /tmp/tempo/generator/wal
       remote_write:
         - url: http://localhost:9009/api/v1/write
           send_exemplars: true
   storage:
     trace:
       backend: local
       wal:
         path: /tmp/tempo/wal
       local:
         path: /tmp/tempo/blocks
   overrides:
     defaults:
       global:
         max_bytes_per_trace: 10000000
       metrics_generator:
         processors: [service-graphs, span-metrics] # enables metrics generator

7. Create Grafana's default data source file (/etc/grafana/provisioning/datasources/grafana-provisioning-datasources.yaml) with the following parameters:

   # goes to /etc/grafana/provisioning/datasources/grafana-provisioning-datasources.yaml
   apiVersion: 1
   datasources:
     - name: Mimir
       uid: mimir
       type: prometheus
       access: proxy
       orgId: 1
       url: http://localhost:9009/prometheus
       version: 1
       editable: true
       jsonData:
         httpHeaderName1: 'X-Scope-OrgID'
         alertmanagerUid: 'alertmanager'
       secureJsonData:
         httpHeaderValue1: 'demo'
       isDefault: true
     - name: Mimir Alertmanager
       uid: alertmanager
       type: alertmanager
       access: proxy
       orgId: 1
       url: http://localhost:9009/
       version: 1
       editable: true
       jsonData:
         httpHeaderName1: 'X-Scope-OrgID'
         implementation: 'cortex'
       secureJsonData:
         httpHeaderValue1: 'demo'
     - name: Loki
       uid: loki
       editable: true
       type: loki
       access: proxy
       url: http://localhost:3100
       jsonData:
         derivedFields:
           - datasourceUid: tempo
             matcherRegex: "traceId\":\"(\\w+)\""
             name: traceId
             url: '$${__value.raw}'
             urlDisplayLabel: ''
           - datasourceUid: tempo
             matcherRegex: "trace_id\":\"(\\w+)\""
             name: trace_id
             url: '$${__value.raw}'
             urlDisplayLabel: ''
         timeout: 125
     - name: Tempo
       uid: tempo
       editable: true
       type: tempo
       access: proxy
       url: http://localhost:3200

8. Update the file /etc/grafana/provisioning/dashboards/sample.yaml with the following parameters:

   # /etc/grafana/provisioning/dashboards/sample.yaml
   apiVersion: 1
   providers:
    - name: 'default'
      orgId: 1
      folder: ''
      folderUid: ''
      type: file
      options:
        path: /var/lib/grafana/dashboards

9. Create a folder /var/lib/grafana/dashboards.
10. Copy attached dashboards files from the path: OBS_instance/dashboards to /var/lib/grafana/dashboards.
11. Copy attached recording rules to /tmp/mimir/rules/anonymous.
12. Enable and start services.

    systemctl enable loki
    systemctl start loki
    systemctl enable mimir
    systemctl start mimir
    systemctl enable tempo
    systemctl start tempo
    systemctl enable grafana-server
    systemctl start grafana-server

13. Check the statuses of the newly deployed services.

    systemctl status loki
    systemctl status mimir
    systemctl status tempo
    systemctl status grafana-server

14. Check the accessibility of Grafana UI using the following URL and update the default password:

    https://your_host_ip:3000/

Grafana Agent installation

The following steps must be repeated for any host which has Genesys Web Services 8.6 deployed. grafana_agent_static/README.md

1. Copy the .tar.gz package to the nodes where the agent needs to be installed.
2. Untar the archive.
3. From the grafana_agent_static/config folder, run the agent_install.sh script with the following two arguments.
   1. the hostname of Loki/Mimir/Grafana instance
   2. the path to folder with GWS logs location, that is, /logs:

      ls -l /logs
      total 16
      drwxrwxr-x 2 genesys genesys 16384 Mar  5 14:20 gws-api-v2
      drwxrwxr-x 2 genesys genesys    38 Mar  5 11:28 gws-service-platform

4. Script should be executed with root permissions, that is, sudo ./agent_install.sh <OBS_HOSTNAME_OR_IP> <LOG_FOLDER>

For example, sudo ./agent_install.sh d-pat-u1040.us.int.genesyslab.com /mnt/logs/dir_with_logs_from_gws_components/