HPE Insight Online User Guide

HPE Insight Online
User Guide
Document Release Date: October 2017
Software Release Date: October 2017
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Contents
Overview
7
My IT Environment
8
Register devices
10
Complete direct connect device registration
10
Edit service information
12
Manage your user groups
15
Create a user group
15
Assign roles to user groups
17
Roles apply equally to all users of a user group
19
Your default user group
19
Delete a user group
20
Manage your devices, device groups and solutions
21
The All devices view
22
Types of objects displayed
22
Devices
23
Device states
24
Icons and text in individual devices
24
Delete a device
25
Refresh devices
25
Add a device manually
26
Devices with expired contracts or warranties
27
Claim an HPE storage device
27
Device groups
28
Your default device group
28
Create a device group
30
Device group roles
32
Delete a device group
33
Solutions
34
Solution as container
34
Solution as device
36
Contracts and warranties
38
Derived contracts and warranties
38
Link contracts and warranties
39
Ways to be linked to a contract or warranty
41
Run contract and warranty update
41
Share contracts and warranties
42
Create a child device group
42
Create a contract and warranty share
43
Display your user name and email
44
Transfer ownership
46
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Unlink contracts and warranties
47
Batch link tool
47
CSV file size and requirements
49
Upload status values
49
CSV file field values
50
Reports
51
Create a report
How to select items for a new report
Content of each report type
51
54
54
Packaged support
55
Contract
55
Contract and warranties
55
Device configuration
56
Firmware
57
Read me first
57
Firmware overview tab
57
Devices-Data not reported tab
58
Service event
58
Support case
59
View your reports
59
Print a report
60
Remove a report
60
Use report templates
60
HPE Proactive Care reports
62
Known issues
62
Message log
63
Service Credits
65
Service Credits administrator and member roles
67
My Service Credits
67
My services
68
My orders
68
Shop HP services
68
Support cases
70
View support cases
70
View a case details page
71
Update a case
73
Submit a case
73
Provide case information
73
Provide troubleshooting information
74
Add comments to a case
74
Close a case
74
Anticipated response time
75
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View case report
Service events
75
76
View service events
76
Sort and filter service events list
77
Search service events
78
Service events details (individual device)
78
My document repository
Insight Online My Customers
79
80
Enable access to customer’s device information
81
The All customers view
82
Customer dashboard
84
Favorite customers
85
Remove customer groups from the view
86
Service events
87
Service levels
88
Profile and settings
89
Entitled content
89
Customer reports
92
Create a report
92
Content of each report type
94
Contract and warranties
94
Device configuration
95
Firmware
96
Read me first
96
Firmware overview tab
96
Devices-Data not reported tab
97
Service event
97
Support case
98
View your reports
98
Print a report
99
Remove a report
99
Use report templates
99
Known issues
101
The language and country selector
102
Support and other resources
104
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Glossary
105
Index
107
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Overview
Hewlett Packard Enterprise Support Center (http://www.hpe.com/support/hpesc) is home to Insight Online. Through
Insight Online you and HPE Authorized Channel Partners have web access to feature services such as:
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Devices, which provides the ability to organize and monitor your devices. Devices are remotely supported or manually
added.
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Service events, generated and reported to HPE by remotely supported devices.
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Support Cases associated with your HPE Passport ID.
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Contracts and warranties associated with your HPE Passport ID, or shared with you by other users.
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Service credits, which allows you to view Proactive Service Credits you have purchased, and services exchanged and
available for those credits.
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My IT Environment
Customers can view and manage their devices by using the Insight Online My IT Environment tab. The dashboard
displays overview information for devices, service events, cases, and contracts and warranties. You can reach My IT
Environment from two places: the main menu and the Insight Online My IT Environment tab.
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My IT Environment
From the My IT environment, you can:
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"Register devices" on page 10
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Manage your devices
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"Manage your user groups" on page 15
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Manage contracts and warranties
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Create and view reports
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View your message log
In addition you can access:
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"Support cases" on page 70
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"Service events" on page 76
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"Service Credits" on page 65
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"My document repository" on page 79
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Register devices
Successful registration of devices assumes the following:
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For central connect devices via Insight Remote Support (RS), you have correctly installed and configured Insight RS,
entered your HPE Passport credentials to register for Insight Online, and specified your HPE Authorized Channel
Partners in the Hosting Device Setup Wizard.
For central connect devices via OneView Remote Support, you have correctly configured Remote Support within
OneView, entered your HPE Passport credentials to register for Insight Online,and specified your HPE Authorized
Channel Partners in OneView Remote Support.
For direct connect devices, you have registered using the iLO or OA interface, and completed the registration process in
Insight Online. The registration process in Insight Online includes specifying HPE Authorized Channel Partners.
Another user in your company may have completed this registration process, and shared the contract and warranties or
devices with you. In that case you will see the devices.
For detailed information about setting up these devices, see the HPE Insight Remote Support and Insight Online Setup
Guide for HPE ProLiant Servers and HP BladeSystem c-Class Enclosures.
If the above steps have been completed, devices registered using:
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The central connect method are visible without any action on your part.
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The direct connect method requires you to complete their registration as described below:
Complete direct connect device registration
1. Sign in.
2. Select the Insight Online My IT Environment tab.
3. Click Devices with incomplete registration:
4. The Complete device registration page appears. Select one or more devices, then click Next. You can complete
registration for multiple devices at one time if they share site, contact, and channel partner information.
5. Enter site and support information, then click Next. The Provide HPE Authorized Channel Partner information
page appears:
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6. Do one of the following:
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If your support provider is HPE, accept the default settings.
If your support provider is an HPE Authorized Channel Partner, enter the partner location ID. Click Check ID to
verify that the correct partner is selected.
7. Select the Optimize my IT environment check box to allow HPE or an HPE Authorized Channel Partner to contact
you about optimizing your environment.
Note: If you choose to have a channel partner manage your devices, select this option to allow the partner to
see configuration details for the devices.
8. Click Next. The Validate and submit page appears.
9. Click Complete registration.
If you select more than 15 devices:
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The registration is submitted by a batch process, whose name is "DC_REG" plus the timestamp in Coordinated
Universal Time (UTC). For example:
DC_REG 2013–10–30 12:39:59:999 UTC
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You are prompted to continue and to optionally provide an email address to receive a notification that the batch
process has begun, and a notification when it has completed. Use the batch process name to look up the status of the
process in your "Message log" on page 63.
Devices in the list are grayed out if you do not have administrative privilege to modify them, or if they are part of a
current batch process submitted by you or another user. When you receive the email saying the batch process is
complete, you can click on the refresh devices button to remove the devices included in your batch process from the
list, and to update the count of unregistered devices on the dashboard.
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The email notifications contain summary status information and a link to your message log which contains more
details.
If you select 15 or fewer devices:
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The submission occurs interactively and the result appears on the next page with status about registration and about
contract and warranty linking.
When you complete registration, if you provided partner information and selected to have your IT environment optimized,
the partner will be able to view and manage your devices from the My Customers tab. For more information, see HPE
Authorized Channel Partners.
You can change the partner information, contact information, and the optimize my IT environment selection for direct
connect devices at any time:
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By group. See Edit service information.
By individual device. Click on the device, and in the Configuration area of the Overview tab, click on the Edit links in
the Partners and Support contacts sections:
Primary and secondary support contacts must be different.
Edit service information
Once you have completed registration of direct connect devices, you can edit their site, support contact and partner
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information as a group. Select Edit service information from the Dashboard or Devices, to reach the page:
Then complete the following steps:
1. Select groups from Select device groups and click Next. The list shows only device groups that contain direct
connect devices that you have administrative privileges to modify:
2. Select target devices whose information you want to change and click Next. Only direct connect devices that you
have administrative privileges to modify are listed.
3. Edit service information. Edit site, primary and secondary service information and support contact information.
Primary and secondary support contacts must be different.
Select an HPE Authorized Channel partner. You can select HPE or if you select a different partner, provide that
partner's location ID.
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Select to optimize your IT environment. That is, consent or do not consent to having HPE or an HPE Authorized
Channel Partner contact you about optimizing your environment. Select this option if you plan to have an HPE
Authorized Channel Partner manage your devices. See Enabling access to customer’s device information for details.
4. Validate and submit the new information.
The changes are applied to all the devices you selected. Changes are submitted by a batch process. The name of the
batch process is "DC_EDIT" plus the timestamp in Coordinated Universal Time (UTC). For example:
DC_EDIT 2013–10–30 12:39:59:999 UTC
You are prompted to continue and to provide an optional email address to receive a notification when the batch process
has completed.
Devices included in a batch process submitted by you or by another user remain in the device list but are grayed out.
When you receive the email notification that your batch process is complete, you can click on the refresh devices button
(Refresh devices) to return the devices included in that process to their normal state.
The email notifications contain summary status information and a link to your message log. Use the batch process name
to look up the status of the process in the message log.
For central connect devices, you must change this information in the Insight RS Hosting Device user interface.
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Manage your user groups
You create user groups for the purpose of assigning certain roles to users, for:
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Device groups
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Contract and warranty shares
A role is a permission granted to the user group to access services such as patch management or Service Credits. Roles are
assigned in the final step of the process of creating a device group or a contract and warranty share (referred to as a
"share" below).
Create a user group
You can create a user group at any time:
You can also create a user group when you need it, during the process of creating a device group or a share:
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To create a user group, first provide a name and description:
Add members and administrators, and submit:
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You do not have to create a new user group for each device group or share. User groups have a many-to-many relationship
with device groups and shares:
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A device group or share can have many user groups associated with it.
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A user group can be associated with many device groups and shares.
The roles enabled for each association are distinct. However, for some roles such as Software updates or Patch, as long as
the role is enabled for you from one device group or share, you have access to that service.
Note: After adding new users to an existing user group, you may need to run the contracts and warranties update
in order for the new users to obtain the privileges associated with the user group. See Run contract and warranty
update for details.
Users in a user group are administrators or members. You are an administrator of any user group you create. User group
administrators can perform these actions:
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Add and remove user group members
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Assign user group admin privilege to a member
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Delete the user group
Assign roles to user groups
When creating a device group or a share, the final step is to assign roles to each user group. Select the check boxes to
assign the roles:
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If you want to assign different roles to different groups of users, use a separate user group for each role.
Role names and descriptions are grayed out if there is no contract or warranty associated with the device group or share
that enables them. You can still check a role that is grayed out. This allows you to set the user group up with the roles it
needs ahead of time. Adding a contract or warranty at a later time that covers the role will activate a grayed-out role that
you have checked.
Roles for device groups and shares are as follows:
Role
Description
Device group administrator and
member
See "Device group administrator and member actions" on page 32 for details.
Service Credits administrator*
Can redeem credits for services, schedule, reschedule, cancel services, receive
notifications of scheduled or expiring credits.
Service Credits member*
Can view: Service Credits, HPE Services exchanged for those credits, HPE
services available for exchange of those credits.
Patch management*
Can access the patch management page, and patches for operating systems.
Diagnostic passwords*
Get passwords for HPE support tools for certain products.
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Role
Description
Software updates and licensing*
Populates the list of SAIDs in the drop-down list at the initial page of the
Software updates and licensing site (following the link on the HPE Support
Center Product Support page).
* If a share, enabled directly by a contract in the share. If a device group, enabled indirectly by a contract associated with a
device in the device group.
Roles apply equally to all users of a user group
If you assign a new or existing user group to the device group or share you are creating, the roles you assign to the user
group apply equally to every user in the user group.
You are assigning roles to the group as a whole--it does not matter whether any given user is an administrator or a
member of the user group itself.
In the table below for example, two user groups are created for a device group. One of the user groups is assigned the role
of device group administrator and the other the role of device group member.
Note that Francis Lee, though only a member of the user group, becomes an administrator of the device group. Similarly
Pradesh Jones and Akiko Yamada, though administrators of the user group, become members of the device group:
Roles are assigned group-wide
User groups and users
User group
privilege
Assign this device group role to the user
group
Device group
role
"Paris device group
admins"
- Marie Curie
admin
admin
admin
- Francis Lee
member
admin
- Pradesh Jones
admin
member
- Akiko Yamada
admin
"Paris device group
members"
member
member
If you want everyone in the user group to have administrator role for the device group or share, you only need one user
group. Assigning device group administrator and share administrator roles does not enable other roles.
Your default user group
When you register devices remotely you assign your HPE Passport ID to those devices. When you sign in to Insight Online
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with that same ID, those devices appear in the main devices view in your Insight Online My IT Environment tab. These
devices are in your default device group, which is created automatically.
At the same time, a default user group and default contract and warranty share are created, whose names have the same
structure as the default device group (using HPE Passport profile first and last name):
Default structure
Example
Default device group
Marie Curie devices
See Your default device group for details.
Default user group
Marie Curie default user
Default contract and warranty share
Marie Curie devices (same as default device group name)
See Derived contracts and warranties for details.
You are the only user in your default user group, and you cannot modify it. If you want other users to access your device
groups or shares, create a separate user group.
Delete a user group
As a user group administrator you can delete a user group. Exceptions:
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You cannot delete a user group if it is the only user group that is assigned the administrator role for a device group or a
share.
You cannot delete your own default user group.
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Manage your devices, device groups and solutions
When you first sign in, the dashboard is the initial display. Click Devices on the left or select Devices from the main menu:
This will take you to the All devices view:
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The All devices view
The All devices view is similar but not identical to a view of Your default device group. The All devices view is a mixed
view, containing:
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Device groups shared with you by other users. These device groups may be top-level groups, child groups, or lowestlevel groups, in the environment of the user who shared the group with you.
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Second-level (child) device groups you created.
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Individual devices registered using the direct connect method, whose registration must be completed.
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Individual devices in your default device group that you have not put into a child group.
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Individual devices that you have put into a child group, that you have not removed from your default device group.
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Solutions.
Hover your cursor over an object to display summary information. Click a summary to view details. For a device whose
registration is complete, click the device to go to its individual screen.
To simplify what you see in the All devices view, you can create child device groups (see Create a device group), put
devices into those child groups, then remove the devices from your default device group (using Manage device groups >
Edit device groups and selecting your default device group). Then only groups, consisting of child groups and groups
shared with you by other users, will appear in this view.
Types of objects displayed
The All devices view contains three types of object: device groups, solutions and devices:
These objects are displayed in the following order:
1. Device groups
2. Hosting devices (physical and virtual machines)
3. Solutions
4. Incompletely registered devices
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5. Critical devices
6. Normal devices
7. Manually added devices
By default these are sorted by status. From the drop-down list you can:
Sort, by device:
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Name
Filter, by device:
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Type (critical, normal, non-remote)
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Problem (monitoring, collections)
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Registration issue (These devices cannot be monitored or analyzed. Contact your service partner or HPE to resolve.)
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Overdue communication
Devices
Devices can be remotely supported or manually added. Remotely supported devices typically have a management
protocol such as SNMP1 or WBEM2 installed. Remotely supported devices include:
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Servers, storage systems, solutions and switches, registered for remote support using the central connect method. With
central connect you register the device to communicate with HPE through an HPE Insight RS centralized Hosting
Device in your local environment.
ProLiant Gen8 and later servers registered for remote support using the direct connect method. This method is
available using HPE iLO 4 Management Engine 1.40 or later, or Intelligent Provisioning 1.60 or later.
BladeSystem c-Class enclosures registered for remote support using the direct connect method. This method is
available using the OA3 4.11 or later.
Note: To address third-
party software vulnerabilities, HPE recommends using:
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iLO 4 2.03 or later
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OA 4.30 or later
To access the iLO or OA web interfaces, you must enable TLS4 in your browser. TLS is the successor to SSL5.
1Simple Network Management Protocol
2Web-Based Enterprise Management
3Onboard Administrator
4Transport Layer Security
5Secure Sockets Layer
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A manually added device is not registered but is added by you locally within Insight Online. See Add a device manually
for details.
Device states
Devices may be in different states:
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Incompletely registered (direct connect only)
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Remote health status displayed (direct connect only)
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Critical
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Normal
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Manually-added (so not remotely supported)
A device can be an Insight RS Hosting Device. An Insight RS Hosting Device may be a virtual machine or a physical server.
In both cases the Insight RS Hosting Device:
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Appears in the device view as a normal device, named "Insight RS host"
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Can be added to child device groups
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Is part of the device count, both overall and within device groups
When the Insight RS Hosting Device is:
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A virtual machine, it is not included in counts of service events, remote support issues, cases, or contracts and
warranties, and information about those features is not available. Its device type is listed as a type of virtual platform.
A physical server, the device type and model of the physical server are displayed.
Icons and text in individual devices
For individual devices, the view displays the following:
Icon or text
Meaning
Incomplete
A device was registered using the direct connect method, and its
registration must be completed. Click the device to complete its registration.
Devices with incomplete registration remain in your default device group, or
in default device groups shared with you by other users. Once you or the user
who has shared the device group with you has completed the registration
you can move the device to a child group.
Orange exclamation point
Green square with check
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Device has a remote support issue.
Device has normal service event status.
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Icon or text
Red circle with X
Meaning
Device has a critical service event.
Device name
Typically a name you entered when registering the device. Otherwise
obtained automatically from the Windows “ComputerName” property, or
through the AMS1, which is a lightweight service that collects OS-based
information and provides it to iLO.
Device type/model
Example: HW / HPE Next Generation ProLiant DL380 server.
Delete a device
From the Actions drop-down list on an individual device page, select the Delete device menu item:
The result of deleting a device from Insight Online depends on the type of device and connection method:
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You can delete manually added devices entirely.
You cannot delete central connect devices in Insight Online. The menu option is available but disabled. To delete such
a device, use the Insight RS console. Select the device in the Device Summary tab, then select Actions > Delete
selected.
You can delete direct connect devices, but note that this is not a true delete or unregister; it only removes the device
from the Insight Online view of devices. To delete such a device, go to the device management user interface where
the device was originally registered (iLO, Intelligent Provisioning, OA) and disable or delete the device there. Delete
the device from Insight Online only as a last resort, and only if the device remains in the Insight Online view even after
you have disabled or deleted the device as described.
See the HPE Insight Remote Support and Insight Online Setup Guide for HPE ProLiant Servers and HPE BladeSystem cClass Enclosures for more information about deleting central connect and direct connect devices.
Refresh devices
Device groups shared with you, devices, device properties, and contract and warranty information may all be added,
removed or modified outside Insight Online while you are signed in. Batch processes that finish can change device counts
and the content of device listings. Click the refresh devices button in the upper right to bring Insight Online's view of
1Agentless Management Service
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these items up to date:
The effect is the same as signing out and signing in again.
Add a device manually
You can add devices manually in Insight Online, using Add Devices, but doing so does not register the devices for remote
support.
This means that you do not see service events or configuration details for those devices. However, adding devices may
still be useful since it allows you to view contract or warranty details for these devices, and allows you to see all your
devices, whether remotely supported or not, in one place.
Devices are always associated with a contract or warranty, even if the contract or warranty has expired. Contracts and
warranties associated with remote support devices are automatically linked to the HPE Passport ID registered for the
device, and are visible in Insight Online. However adding a device in Insight Online manually requires that you first
identify the contract or warranty that covers the device, and then link it to your HPE Passport ID.
If the device you want to add is not listed in the contracts and warranties that are linked to your HPE Passport ID, you
must find a contract or warranty that covers the device, add it, and link to it. See Link contracts and warranties for more
information.
Manually added devices display a gray icon in the device view (on the right, below), that indicates the device is not
registered for remote support:
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Devices with expired contracts or warranties
Devices whose contract or warranty has expired are still displayed in the devices view, with “Support Expired” displayed:
If support coverage for a device has expired, contact your HPE Services sales representative or HPE Authorized Channel
Partner to purchase continued support coverage.
Claim an HPE storage device
From the Devices or Dashboard menus, you can claim an HPE storage device:
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Claiming allows you to complete Insight Online remote support registration by assigning ownership of a storage device
that previously had no ownership set.
Unlike devices that you add manually, device status, service events, support cases, and associated contracts and warranties
will be listed for devices you claim.
To claim a device, provide:
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Product serial number
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Product number
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Service Agreement ID (SAID)
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Support Account reference (SAR)
You have three attempts to enter these values correctly before being locked out for one minute.
Upon successful claiming of a device, a refresh occurs and the device will appear in your device list. You can then click on
the device to review and if necessary update the partner, optimization opt in, and support contact information for the
device.
Device groups
A device group is a container that you create or that another user has shared with you. You can perform the following
tasks:
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Hover your cursor over a device group to see summary information such as totals for critical service events, devices with
remote support issues, cases, and expired contracts and warranties.
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Click a summary to view details.
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Click a device group to see devices and child device groups within it.
Your default device group
When you first sign in, Insight Online creates a default device group named according to the information you provided in
your HPE Passport account profile, in the form:
first name + last name + "Devices"
For example, Marie Curie's default device group is:
Marie Curie Devices
Each user has only one default device group. Your default device group contains:
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Devices recognized as being associated with your HPE Passport ID, registered through either central or direct connect
methods, that you have not moved into a child device group.
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Devices you add manually that you have not put into a child device group.
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Child device groups you create.
Every device group is associated with a user group. You are the only user in the user group associated with your default
device group, and you cannot add users to it. To give other users the administrator role, or any other role, for your default
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device group, create another user group or use an existing user group, assign roles to it, and associate it with your default
device group. To do so, click on Manage device groups then Edit device group in the Actions drop-down list at the far
right, and follow the procedure.
Your default device group does not appear by name in the All devices view, because the view is displaying (among other
things, as listed above), the contents of your default device group. To see your default device group, click on Manage
device groups in the Devices submenu:
From there you perform such functions as adding and removing devices, adding and deleting child device groups, and
updating the contract and warranty status of the devices in the group.
Note: If you have purchased a new contract that covers a device, or the ownership type of an existing contract
associated with a device changes, use Run contract and warranty update to update the association. See "Run
contract and warranty update" on page 41 for details.
In the All devices view, you cannot distinguish child groups created by you from groups shared with you by others:
Look at Manage device groups when you need to make this distinction. In Manage device groups, child groups created
by you appear under your default device group. They are indented:
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Groups shared with you by other users on the other hand appear in Manage device groups at the same level as your
default device group. That is, they appear at the top level, not indented:
This does not necessarily mean they are top-level groups in the environment of the user who shared them with you. A
group shared with you could be a child (second level) or bottom (third level) group in the environment of the original user,
and it will still appear at the same level as your default device group. If another user shares two or three levels of groups
with you, the topmost shared group appears at the same level as your default device group.
Sharing a device group does not share its child groups. Child groups must be explicitly shared to make them visible and
accessible. This means that if another user shares a device group with you but not its child groups, you will not be able to
see child groups under that device group, even if you are an administrator. This can cause side effects such as in device
and group counts, and in a possible inability to delete a device group. If that happens contact the other administrators of
the device group you are trying to delete. The administrators are listed in Manage Device groups in the Device group
administrators column.
Note: You can rename any device group, but you should be careful about renaming your default device group,
especially in a complex environment with many users and shared device groups, because the name is the only
indication that it is your default device group.
Create a device group
Device groups let you arrange your devices into logical groupings to make managing your environment easier. Put devices
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that you want to manage in the same way, or that have something in common, into a group.
Device groups you create in Insight Online are child device groups, typically within your default device group. The default
device group is created when you first sign in, and is associated with a default user group containing only yourself.
You can create two levels of device groups. Your default device group can contain child device groups (second level) which
can in turn contain child device groups (third and lowest level). Create second- and third-level child groups as a way to
organize large numbers of devices into categories.
When you create a child device group, you must associate it with at least one user group. Your own HPE Passport ID is in
the default user group, which is always listed, so you can add that first, and add other user groups later. In this way you can
construct a meaningful set of child device groups, and add user groups to them afterwards.
All devices associated with your HPE Passport ID are in your default device group to begin with. Devices must be in at
least one device group, and can be in more than one device group. For example, you can create a child device group based
on function, such as servers, and another child device group based on location, such as Houston, and put the same devices
into both groups. You can associate each device group with a different user group.
Devices that you put into a child device group remain in your default device group unless you remove them. After you put
devices into child groups, you can then remove them from your default device group (using Manage device groups > Edit
device groups and selecting your default device group), to simplify what you see in the top-level All devices view.
If you have more than 60 devices in a device group, HPE recommends that you move the devices into child groups. This is
just a guideline, to make the management of your devices easier and improve the performance of the device page.
When other users share device groups with you, you see those groups in your All devices view.
To create new child device group, complete the following steps:
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Click Manage device groups in the Devices submenu.
Click Create new child device group in the Actions drop-down list at the far right of your default device group, or of a
second-level child device group:
Then follow the four-step procedure:
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1. Provide a group name and description and add devices:
Click Next.
2. Verify the derived contracts and warranties associated with the device group. Click Next.
3. Associate a group of users with the device group. You can create a new user group or select an existing user group.
Click Next.
4. Assign feature service roles to the members of the user group. (See "Assign roles to user groups" on page 17.) Click
Next.
Insight Online creates a derived contract and warranty share (described in Share contracts and warranties) automatically
when you create a device group.
Device group roles
When you create a device group, you must assign the roles of administrator and member to at least one associated user
group.
You are the device administrator of any device group you create. You can edit a device group that you have created or that
has been shared with you as an administrator. Administrators and members can perform different actions:
Device group administrator and member actions
Action
Admin
Member
Can add and remove devices
x
Can add and remove associated user groups
x
Can modify roles assigned to associated user groups
x
Can delete the device group
x
Can create child device groups
x
Can view device information
x
x
Can view contracts associated with the device group
x
x
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In addition to administrator and member, you assign other roles to each user group to enable feature access. See "Assign
roles to user groups" on page 17 for details.
Delete a device group
Click Delete device group in the Actions drop-down list in the row containing the device group, in Manage device groups:
Note that it is possible for a device group to contain child groups that you cannot see, if they have not been shared with
you. For example:
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You have shared a device group with another user and that user has created a child group within that group and not
shared it with you.
Another user has shared a device group with you and that user has created a child group within the shared group and
not shared it with you. (Sharing a group does not automatically share child groups within it.)
In these scenarios you will not be able to delete the device group. You must contact the other administrators of the device
group. Though you cannot see an unshared child group or know exactly who the creator is, the creator will be one of the
administrators of the device group, since only an administrator could have created a child group. The email addresses of
the administrators are listed in Manage Device groups in the Device group administrators column. Contact the
administrators in the list to find out which of them created the child group, and ask the creator to share the child group
with you or to delete it.
Each device group displays the following:
Icons and text in device groups
Icon or text
Meaning
Group name
User defined. If the name is truncated, hover over the name to see the
complete version.
Red circle
Devices in the device group with critical service event status.
Green square
Devices in the device group with normal service event status.
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Icons and text in device groups, continued
Icon or text
Orange exclamation point
Meaning
One or more of the devices in the group has a remote support issue. Hover
over the device group to see the number.
Device total
Number of devices in the device group.
Group total
Number of child groups in the device group. For device groups shared with
you, this total only includes the number of child groups within that have been
shared with you. (Sharing a device group does not automatically share child
groups within it.)
Solutions
A solution is a collection of devices configured together for a specific business purpose. Solutions are created and
managed in Insight RS and are read-only in Insight Online. In Insight Online, solutions have characteristics of both
devices and device groups. The differences can be seen in two contexts, "solution as container", and "solution as device",
explained below.
Solution as container
A solution behaves like a device group, in that it contains devices, and its details screen lists totals for the devices it
contains. In Insight RS, the devices in the container are the components you add to a solution.
1. In the All devices view, click a solution:
The resulting screen displays the devices in the solution, similar to a device group:
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2. Click View details to view solution details, similar to a device group details screen:
You can also reach the solution details by hovering over the solution in the All devices view to reveal View details:
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Solution as device
In the All devices view, a solution looks like a device. The solution is associated with a particular device, which you specify
in Insight RS when creating the solution, using the following fields:
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Name
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Type
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Serial number
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Product number
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Product model
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Custom delivery ID
In the All devices view, view the details of the solution as device as follows:
1. Click a solution. The resulting screen displays the devices in the solution, similar to a device group. In addition, the
device associated with the solution itself is listed first, on its own row.
2. Click the device in the first row to view the details of the device:
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The device details are similar to those of any other device:
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Contracts and warranties
My contracts and warranties includes support agreements, packaged support, and warranties. Access contracts and
warranties from two places:
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Main menu > My contracts and warranties
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My IT Environment > Contracts & warranties
Contracts and warranties are managed through the HPE Support Agreement Manager website. To reach the site, click My
IT Environment > Contracts & warranties > HPE Support Agreement Manager.
When you sign in to Insight Online using your HPE Passport ID, devices that you registered remotely using that ID, and
their associated contracts and warranties, are visible to you. These contracts and warranties were derived, and linked to
your HPE Passport ID automatically.
Derived contracts and warranties
In your list of contract and warranty shares, some are derived by Insight Online. Derived means that Insight Online
determines the contracts and warranties that are associated with a group of remotely registered devices, and
automatically creates a contract and warranty share containing those contracts and warranties. This occurs for:
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Your default device group. (Your default contract and warranty share.)
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A child device group you create.
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A device group of which you are an administrator.
Derived contract and warranty shares are marked by a red asterisk. The name of the contract and warranty share is the
same as the name of the corresponding device group. You can view the details of these derived contract and warranty
shares but unlike a contract and warranty share that you create yourself, you cannot edit them:
However, you can update the derived contract and warranty share from Manage device groups in the device group area,
by selecting Run contract and warranty update in the Actions drop-down list of the corresponding device group. See
Run contract and warranty update for details.
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Link contracts and warranties
Although contracts and warranties associated with remotely registered devices are automatically linked to your HPE
Passport ID (see Derived contracts and warranties), you can also link them to your HPE Passport ID manually. Do so from
the Contracts and warranties item in the main menu:
The procedure is similar for support agreements (shown), packaged support, and warranties:
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To link to a contract or warranty, you need your HPE Passport ID and the following information:
Contract or warranty type
Identifier
Required additional information
Support agreement
Service Agreement ID
Support Account Reference (SAR)
(also known as System handle)
Packaged support
Packaged support ID
Packaged support product number*, country of purchase
Warranty
Product serial number
Product number*, country of purchase
The table below lists the location of the required information:
Required information
Where to find
Service Agreement ID
B, C, D
Support Account Reference (SAR)
B, C, D
Packaged support ID
B, C
Product serial number
A, B, D
Packaged support product number*
B, D
Product number*
A, B
* The product number(s) of the products covered by the packaged support or warranty.
A. In the product itself.
B. In the support documentation.
C. On the Electronic Support Contract Assistant website.
D. In the customer cover letter that describes the contract or warranty.
If you link a contract or warranty yourself, you are the initial owner. As owner you decide the ownership type: single or
multiple. This choice affects the visibility of the contract or warranty. See Ways to be linked to a contract or warranty for
details.
If you try to link a contract or warranty and see an error message stating that it is already linked to someone else, contact
that owner to get access rights. This may be the result of the owner selecting single ownership when creating the link,
and not creating a share with a user group that includes you. The owner may not be revealed, if the owner has not shared
his or her contact information, so you may have to find the contract administrator on your site to identify the owner. Once
identified the owner has these options to grant you access:
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Change the ownership type for that contract or warranty from single to multiple.
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Add you to a user group associated with a share containing that contract or warranty.
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Add you to a user group associated with a device group that includes a device covered by that contract or warranty.
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Ways to be linked to a contract or warranty
You can be linked to a contract or warranty (referred to as a 'contract' below) in the following ways:
Ownership type
Description
Single owner
You were the first to link to the contract, and selected 'single mode'. You can create a share
and associate user groups with it.
Use this mode if you want to carefully control access.
Multiple owner
The first owner selected 'multiple mode' when linking, allowing you to link to the contract.
You can create a share, although it isn't necessary, since in multiple mode anyone can
simply link directly to the contract.
Use this mode when you are in an organization where support for contracts is done by a
group.
You are linked to the contract through a contract and warranty share created by an owner.
Privileges are limited by the roles assigned to the user group you are in, that the owner
associated with the share.
Shared to you
You can also be linked to a contract indirectly through a device group that has a.) an
associated user group that includes you as a member, and b.) contains a device covered by
the contract or warranty.
If a contract is shared with you, either directly through a share or indirectly through a device group, you can access the
features available in the contract, as long as access to those features is enabled for the user group you are in. See Assign
roles to user groups in the online help for details.
Certain actions are available only to owners, and only to contracts that were not derived. As an owner, you can:
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Transfer ownership
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Change the nickname
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Change the ownership type
Run contract and warranty update
Run contract and warranty update modifies the association of contracts with devices in a device group. This action is in
Manage device groups, in the Actions drop-down list of a device group, if you are an administrator of the device group:
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(Contracts and warranties are referred to as "contracts", and remotely supported devices are "devices" below, for brevity.)
Run the update any time after the original automatic registration and entitlement process was completed, when:
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You have purchased a new contract that applies to at least one of your devices, and you have linked that contract to
your HPE Passport ID.
Another user has shared one or more contracts with you, that apply to at least one of your devices.
1.) Another user has changed the ownership type of a contract that applies to at least one of your devices from single
to multiple, allowing you to link that contract to your HPE Passport ID.
2.) You have then linked that contract to your HPE Passport ID.
The result of running this update is that contracts that you have linked will be visible from the details page of both the
device group and of the individual device(s) covered by the contract.
Share contracts and warranties
You can share contracts and warranties that are linked to your HPE Passport ID by creating a child device group or a
contract and warranty share:
Create a child device group
When you create a child device group, the contracts and warranties associated with those devices are shared with users in
the user group(s) you associate with the device group. These users can perform certain actions, depending on:
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The features allowed by the contracts and warranties associated with the devices in the device group.
The roles you enabled when you created the device group. See Assign roles to user groups in the online help for
details.
See Create a child device group in the online help for the procedure.
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Create a contract and warranty share
Create a contract and warranty share as follows:
1. From Manage contract & warranty shares, click the Create new share button.
2. Name the share and add contracts and warranties.
3. Associate user groups to the share.
4. Assign roles to the user groups.
You must assign one of the user groups you add in Step 3 the role of share administrator, because at least one user group
must have that role. Select the administrator check box. You can change this later, as long as one user group has
administrator role.
To add user groups with the role of member, you do not need to check any boxes, since the member role is the default.
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Share administrators and members can perform different actions:
Contract and warranty share administrator and member actions
Action
Admin
Can add to and remove contracts from the share
x
Can view contracts in the share
x
Can add and remove user groups associated with the share
x
Can change the roles of the user groups associated with the share
x
Can view administrators of the share
x
Can view members of the share
x
Can transfer ownership of the share
x
Member
x
x
You can view details for contracts and warranties shared with you by either method in View my contracts & warranties:
Display your user name and email
Simplify the management of your contracts and warranties by allowing other users to see your user name and email
address. Select "Yes" to share this information, or "No" to keep it private:
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The result of this action depends on the ownership type of each contract or warranty:
Display your user name and email
Result
Multiple ownership
Single ownership
If another user tries to link to that same contract
or warranty, that user is directed to contact:
Button value
Visibility of your information, from any other
user who also links as a multiple owner to that
same contract or warranty:
Yes
visible
You, via email, for access.
No
hidden
Their contract or warranty administrator.
You can view and change this setting at any time. Regardless of the selection you make, if you are the single owner of a
contract or warranty and you create a share including it, the users in the associated user group will be able to see your
information as well as the information of the other users in that user group. In other words visibility among users within a
share takes precedence over this setting.
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Transfer ownership
The result of this action depends on the ownership type:
Ownership
type
Result
Single
You transfer ownership to a different user with a valid HPE Passport ID, by entering that user's email
address. Your account is unlinked from the contract or warranty. The contract or warranty will be removed
from any share you own.
Multiple
You replace your link to the contract or warranty with a link to another user's account. Links to the contract
or warranty from other users are not affected.
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Unlink contracts and warranties
Unlink single or multiple items at one time by checking the box below the "Unlink" column and submitting.
If a contract or warranty you are linked to with single ownership is also part of a share, consider transferring ownership
before unlinking it from your account. If you do not, the share will be removed as well, and those users will lose their access
to the services provided by that contract or warranty.
Batch link tool
The Batch link tool allows you to link up to 12500 contracts and warranties to your HPE Passport ID at a time.
You can upload five files containing 2500 contracts each. If you have more than 12500, you can resubmit as many times
as you need to, until all of your contracts and warranties are linked to your account.
From Contracts and warranties, click Batch link tool either in the submenu or on the page itself:
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Follow the steps listed on the upload page:
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Download the latest Microsoft Excel template file from the link in Step 1. The format of the template name is "namedate_version", where the date is represented as YYYY-MM-DD.
Read the detailed instructions in the Readme sheet of the template.
Enter information, one contract or warranty per line, according to the titles at the top of each column. Enter a maximum
of 2500 lines, for each instance of the template you create. Note that some of the fields are optional.
Do a "Save as", to comma-separated value (CSV) format. (Select CSV (Comma delimited) (*.csv) option only from "Save
as type" in Excel.) The result is a plain text file containing the entries from the spreadsheet, with each field on each
line separated by a comma.
Optionally, update your user name and email display option. Select "Yes" to allow other users to see your user name and
email address when they view these contracts and warranties, or select "No" to keep this information private.
Check the boxes to verify that you have selected the most recent template, and that you have a CSV file.
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Browse to the CSV file on your local computer, then click Upload.
CSV file size and requirements
The file name must have an extension of .csv.
File maximums:
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Name length: 50 characters.
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Size: 5 MB
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Number of lines: 2500
Upload status values
After you upload the CSV file, a popup window appears. Click Close. An initial file check occurs verifying that the file size is
within limits and has the correct file extension. If this file check succeeds, the batch upload summary page displays. This
page lists the upload date and status, and a link to a report file, for each CSV file you have uploaded. Click on a report file
link to view the report, which contains details about the upload. You can also save the report file. The default sort for the
list is by date. Click on the Status or Report file headings to sort by those fields instead. Status values for each uploaded
batch file in the list are as follows:
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Completed.
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Completed with errors. See the report file for details.
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Invalid file format. The file was not recognized as a valid CSV file.
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File exceeds limit. The file was longer than 2500 lines or greater than 5 MB.
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Pending. Files that have been received and have not completed processing. A maximum of two uploads can be
pending.
System error. The file itself may be fine. Try uploading again later.
CSV file field values
The CSV field values are the same as the columns in the Excel spreadsheet. They are, in order:
A. One of:
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Service Agreement ID (SAID)
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Packaged support ID
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Warranty serial number
B. The product number of the product covered by the Packaged support or by the warranty, if the obligation type is
Packaged support or Warranty.
C. Support Account Reference (also known as System handle), if the obligation type is Support Agreement
D. Obligation Type. One of:
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Support Agreement
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Packaged support
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Warranty
E. Country (packaged support or warranty only).
F. Ownership Model: Multiple or Single.
G. Nickname. Optional. You can add a nickname for packaged support or warranty. SAIDs have predefined nicknames,
added at the time of signing the contract.
Normally you export from the downloaded template and "save as", and do not need to edit or even look at the CSV file.
There may be cases however, such as if an invalid file format error occurs and you suspect that the file may be corrupt,
where it is useful to inspect the file.
The following is a valid sample line for a warranty from a CSV file. In this example, double commas surround an empty
optional field. The third field, SAR, is empty because a warranty does not need a SAR:
XY08K33099,SP936UC,,Warranty,France,SINGLE,WarrantyNickName1
Each line should contain at least six commas. Additional commas at the end of the line, which may occur if any text, even
a space, was in the seventh column of the template file you exported from, are ignored.
Report files list the processing result of each line including entries that were not able to be processed, typically for the
following reasons:
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A support agreement was inactive or was in single ownership mode.
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A warranty was inactive or was migrated to uplifted packaged support.
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Packaged support was inactive, was in single ownership mode, or was uplifted to a Support Agreement.
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You should address these cases individually, by reactivating or by changing the ownership mode to multiple. Once you
have done so you can then resubmit a file containing these entries for batch processing, or depending on their number,
simply link them interactively.
Reports
Use the reporting feature to:
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Create new reports
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Save the selections you made when creating the reports into a template for reuse
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Maintain a list of your existing reports
Click the Reports icon on any page in the My IT environment:
HPE Authorized Channel Partners can also create reports containing information about their customers' devices. See
"Customer reports" on page 92 for details.
Create a report
You can create several report types:
Report type
Contains information about:
Packaged support *
Status and expiration dates for packaged support that is linked to your HPE Passport
ID or that are associated with any of your devices.
Contract *
Status and expiration dates for the service agreements that are linked to your HPE
Passport ID or that are associated with any of your devices.
Contracts and warranties
Contracts, packaged support, and warranties associated with the devices you select.
Device configuration
HP EVA, ProLiant, BladeSystem c-Class Enclosure, StoreVirtual, HP P2000 Modular
Smart Arrays (MSA), StoreFabric, StoreEasy, and StoreAll product families. You can
create a report on selected product families or on any device combination.
Firmware
Firmware installed on the remotely supported devices you select.
Service event
Service events associated with the remotely supported devices you select.
Support case
Support cases associated with the remotely supported or manually added devices you
select.
* Packaged support and Contracts are available that:
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You linked to your HPE Passport ID (as an owner, in either single or multiple mode).
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Are part of a contract and warranty share that includes you in a user group associated with the share.
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Are associated with a device:
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Remotely supported
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Manually added
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In a device group shared with you
You can select a maximum of 1400 devices, contracts, or packaged support. You cannot select Virtual VM host devices
when creating reports, since they do not have applicable firmware data.
In addition to the report types you create, you can receive HP Proactive reports. These will appear automatically in your
Generated reports tab on a regular basis. See "HPE Proactive Care reports" on page 62 for details.
To create a report, complete the following steps:
1. Select a report type from the list in the New report tab:
2. Enter a title:
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3. Select the format from the drop-down list.
4. Select items from the list. The items may be Packaged support contract numbers, Service Agreement IDs, or device
names, depending on the report type. See "How to select items for a new report" on the next page for details.
5. Enter a start and end date if needed.
6. Service event report only: Select an event status--Active, Closed, or both.
7. Optional: Select the Save these report options as a template check box. A template stores the items you select, so you
can use it again later.
8. Optional: Enter a valid email address to receive a notification when the report is complete.
9. Click Generate report. The report appears in the All generated reports section on the Generated reports tab, with a
status of In progress. Reports take about 30 minutes to complete.
10. Use the Refresh button to update the status. When the status is Completed, click the report name to download it. If
you entered an email address to receive a notification, click the link in the email to download it.
Report types are available in different output formats:
Output formats
Microsoft Excel
Report type
PDF
(XLS)
Zipped CSV
Packaged support
•
•
•
Contract
•
•
•
Contracts and warranties
•
•
•
Device configuration
•
Firmware
•
Service event
•
•
•
Support case
•
•
•
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How to select items for a new report
The contents of the selection box depend on the type of report:
Report type
Items to select
Packaged support
Packaged support contract numbers
Contract
Service Agreement IDs
Contracts and
warranties
Device
configuration
Firmware
Service event
Example
Devices:
1. Your default device group.
2. Devices within product
hierarchy folders.
3. Device groups shared with you
by other users.
Note: Child device groups are not
shown. All devices are listed in
product folders under your default
device group or under device groups
shared with you.
Support case
Content of each report type
Each report type contains different information, as described in the following sections.
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Packaged support
For each packaged support you selected:
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Packaged support ID.
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Support status, such as Active or Expired, during the reporting period you specified.
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Expiration date.
Contract
For each Service Agreement you selected:
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Service Agreement ID.
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Support status during the reporting period you specified. For example, Active or Expired.
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Expiration date.
Contract and warranties
This report is in three sections:
Contract:
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Device name
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Model
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Product number
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Serial number
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Support Account Reference (SAR) number associated with the device
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Service Agreement ID associated with the device
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Status, such as Active or Expired, of the service agreement
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Expiration date
Packaged support
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Device name
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Model
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Product number
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Serial number
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Packaged support product serial number
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Status, such as Active or Expired, of the packaged support
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Expiration date
Warranty
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Device name
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Model
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Product number
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Serial number
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Status, such as Active or Expired, of the warranty
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Expiration date
Device configuration
For each device you selected:
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Model
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Count of reported devices
Scroll down to view a graphical representation:
Scroll further to view detailed information about each device:
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Firmware
The Firmware report contains the tabs described below. Note that certain fields are only available if you have an HPE
Proactive Care service offering.
Read me first
Contains additional information about the report.
Firmware overview tab
Contains information about the current firmware running on the selected devices.
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Device name
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Model
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Product number
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Serial number
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Operating system
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Connection type. For example, Insight RS Central Connect.
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Support status. For example, HPE Proactive Care.
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Category. For example, Storage controller.
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Installed firmware version
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Installed firmware release
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Latest firmware version. * (Click the link to download the driver for the device and operating system.)
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Latest firmware release date. *
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Latest firmware description. *
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Is latest newer than installed? *
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Does latest address a critical fix? *
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Installation impact. A reboot is required. *
* Only available with HPE Proactive Care service offering.
Devices-Data not reported tab
Contains information about the devices with no available firmware, and provides technical reasons why the report did not
generate results. It contains the following fields:
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Device name
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Model
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Product number
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Serial number
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Operating system
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Connection type
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Notes. Provides reasons why data is currently unavailable. For example:
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No valid collections for this device.
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An error occurred while processing the device Real World Model during analysis.
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The device is not currently supported.
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The product number for this device is not present.
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The operating system returned from the device collection was unrecognizable to the analysis.
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No firmware inventory components were found for this device during analysis.
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The device detailed information was unrecognizable to the analysis.
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Cannot resolve device type.
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Cannot match installed components with reference data.
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No entitlement.
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No rules were evaluated.
Service event
For each device you selected:
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Device name
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Model
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Serial number
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Product number
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Event ID (GUID)
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Problem description
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Problem area
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Case ID
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Status. For example, Open or Closed.
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Date submitted
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Last updated
Support case
For each device you selected:
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Device name
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Model
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Serial number
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Product number
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Case ID
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Case title
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Status. For example, Open or Closed.
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Date submitted
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Last updated
View your reports
Click the Reports icon on any My IT environment page. Generated reports is the default tab, and lists your reports:
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The list has these fields:
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Report name.
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Status, one of In Progress, Completed, Failed or Retry.
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Submitted, the date and time you generated the report.
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A Remove check box.
Use the buttons on the page to refresh the report status or remove all checked reports from the list.
Sort the list by clicking any of the headings. Click the heading again to sort in reverse order.
Click a report name to view the report. You can view the report directly or download it. You can only view completed
reports.
You can also access reports from your email. When creating a report, enter your email address to receive a notification
when the report completes, then click the link in the email notification.
Report data is not in real time and has a 24-hour lag to complete. Report data may appear blank due to daily updates to
the database.
Print a report
For best results, use PDF format for printing:
1. Click the report name in the list. The File Download message box appears.
2. Click Open to view the report.
3. In your PDF viewer, click Print.
Remove a report
To remove a report, complete the following steps:
1. Click Generated reports.
2. In the All generated reports section, locate the report you want to remove.
3. In the Remove column, select the check box for the report.
4. Click Remove all checked.
The report is permanently removed from the All generated reports section.
Use report templates
Use a report template to save the parameters of an earlier report you created. A template is useful if you routinely create
reports from the same subset of devices or contracts.
When you create a new report, check "Save report options as a template":
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Click Saved templates to display the templates you have available for creating a new report:
If you do not have any saved templates, create a new report and use the save option.
The Saved templates list has these fields:
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Template name.
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"Report type" on page 51 (click to see types).
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Submitted—the date and time you generated the template.
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A Remove check box.
To create a new report from a saved template:
1. From Saved templates, click the template name.
2. Optionally, modify the report parameters.
3. Click Generate report.
A report created from a saved template is the same as a new report. View the new report in the All generated reports list
when it is completed.
Use your saved report template to perform the following tasks:
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Task
Access the report on the Saved templates tab and:
Regenerate a report when it fails
Click Generate to regenerate the report.
Reuse the report template for new
reports
Edit the report name. Use the previous report parameters in the saved template
and click Generate.
Modify report parameters
Update the report parameters, then click Generate.
Regenerate saved report template
Click Generate to regenerate the report.
HPE Proactive Care reports
If you purchase the HPE Proactive Care service, you receive three additional reports. These reports are generated on a
regular basis and automatically appear on the Generated Reports tab:
Report
Contents
Incident
Detailed information about all incidents, incident trends, and parts usage for devices covered
by your HPE Proactive Care contract to help avoid repeat problems.
Generated quarterly.
Proactive Scan
Information about HPE Proactive Care supported devices connected to HP. Provides a
technical device assessment that helps identify potential system configuration problems
before they impact your business operations.
Generated twice a year.
Firmware and Software
Version
Recommendations for applicable software versions, patches, and firmware revisions for each
covered device connected to HPE.
Generated twice a year.
You receive reports only for the HPE Proactive Care Service Agreement IDs (SAIDs) that are linked to your HPE Passport
ID.
See Proactive Care Central for more information.
Known issues
The following lists known issues and workarounds:
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Issue
Description
Workaround
Support of International Characters in
the report name for opening and
saving generated reports.
If you enter International Characters in
the report name, the characters appear
blank in the pop-up window when
opening and saving the generated
report.
Save the report to your local drive
and rename the report.
Retry link does not display.
The Retry link does not display when a
report has a status of Failed.
Regenerate the report from the
same place (either the New report
tab or the Saved templates tab)
with the same parameters.
Message log
The message log is a list of messages about remotely supported devices that are registered to your HPE Passport ID or
that are in device groups shared with you:
The message log contains information about:
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Monitoring
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Registration and connection problems
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Overdue communications
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Status of batch processes submitted for completion of device registration
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The update of service information
Access the message log from the submenu in various locations. The messages that display depend on where you access
the log:
Area
Messages shown for:
Dashboard
All devices
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Area
Messages shown for:
All devices view
All devices
Device group page
Devices in the device group
Individual device page Individual device
Each message in the log contains fields for time generated, message type, identifier (device name) and description.
By default the listing is sorted by Coordinated Universal Time (UTC) generated, not converted to the time zone specified
in your profile. Click the column heads to sort by those fields. Select a message type from the View drop-down list at the
top to display messages of a particular type. Click the description field to display the individual message, or hover over the
field to see the first 290 characters of the description.
In an individual message, click the device name to go to the overview for that device.
Messages are for remotely supported devices only, not manually added devices.
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Service Credits
The Service Credits feature provides access to:
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Service Credits purchased on HPE support agreements.
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The HPE services exchanged for those credits.
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Additional HPE services available for exchange of Service Credits.
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For authorized users, the ability to purchase HPE services using a shopping cart.
To access Service Credits, you must have a proactive services support agreement in your HPE Passport profile.
Select Service Credits from the Insight Online My IT Environment tab:
The Service Credits home page provides a summary:
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Click on any of the items in the submenu to see detailed information:
You can print the displayed results from any page.
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Service Credits administrator and member roles
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Administrators will see a shopping cart in the upper right of the Service Credits pages, and can use Shop HP services
to purchase more services by adding them to the cart:
Members can view My Service Credits and My services, and access featured HPE services.
Administrator and member roles exist in the context of a contract and warranty share. To access Service Credits, the
contract and warranty share must contain at least one service support agreement, and include a user group that includes
you as a member, with the administrator or member role enabled for Service Credits. This is the same mechanism used for
granting access to other features of the HPE Support Center. See "Assign roles to user groups" on page 17 for more
information.
The items in the Service Credits submenu are as follows:
My Service Credits
This page displays Service Credits against all your active and expired support agreements. These agreements are either
linked to your HPE Passport ID directly, or through a device group or contract and warranty share that was shared with you
by another user who enabled the Service Credits role. Support agreements that expired within the past two years are
included.
The displayed list shows Service Credits by Support agreement, which can include a Service Agreement ID (SAID) or a
Support Account Reference (SAR). If you have no currently active Service Credits, you can use the View filter to see expired
or all Service Credits instead. You can filter by status or search using the drop-down and search box at the top. Click an
SAID or SAR to go to a page showing the details of the specific agreement in the Contracts & Warranties area. Click an
individual Service Credit item to see details. Sort the results by any column by clicking on the column head.
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My services
The My services page displays HPE services purchased using Service Credits from active and expired support
agreements. These agreements are either linked to your HPE Passport ID or shared with you by another user. Support
agreements that expired within the past two years are included.
Click a service activity name in the list to go to the service overview page in Shop HP services. By default, the list is sorted
by status. Filter the results by status using the View drop-down list. Sort the results by any column by clicking on the
column head. Click on the contextual help icon next to the service name to see a brief description of the service.
For each order listed under a single service, use the Actions drop-down list at the far right of the row to go to the details
page which shows the status of all purchased instances of the service. The details page also provides additional functions
which vary depending on the current status of the service and your role. They include:
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E-mail HP. Use this form to request that an HPE services representative contact you to discuss your business needs.
The representative will contact you within three business days of submitting the request. Provide details and contact
information in the form.
Schedule service. Schedule and unschedule services in the list using the Actions drop-down list at the far right. After
you make the change, the status and dates for that service will be updated in the list.
Reschedule service. Change the date of the service. When rescheduling, HPE will review the request within three
business days and either confirm or will email you proposing an alternate date and time.
Remove scheduled date. Revert a service to the unscheduled status.
Cancel service. If you cancel a service, the Service Credits associated with that service are refunded to the support
agreement that has the furthest expiration date, up to what it contributed to the original order. Cancellation
information is appended to the original order in My orders.Service Credits cannot be refunded to a support agreement
where those Service Credits have since expired.
My orders
The My orders page displays your orders purchased using Service Credits. The list displays the service activity within the
order, as well as other details. You can filter the list, sort it by column head, and search for orders. Use the Actions dropdown list on the far right of each row to view details. If you are an administrator, the list includes a link to reorder services.
Click an order in the list to see order details.
Shop HP services
Service Credits administrators can click on any of the service category links on the right of the Service Credits homepage,
or on Shop HP services in the Actions drop-down list, to reach Shop HP services:
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You can choose a variety of HPE services from the list. Filter the list using the category and subcategory drop-down lists,
and sort the results by category, subcategory and service activity. You can also search for HPE services using the search
text box.
Click a service activity in the list to see an overview. This displays a price, in Service Credits, for the service, and boxes for
you to enter the quantity of the service, to add to your cart. Some activities have prerequisites. If so, click the Prerequisites
tab, and purchase them in the same way.
If you have support agreements spanning more than one country you will be asked, only once, to specify the country for
the HPE service. Select the country from the drop-down list.
The cart may indicate that you need to make changes to your services. If so make the necessary changes then proceed.
Before submitting your order you can review the order and specify which Service Credits you want to use. By default the
checkout process assigns Service Credits to pay for cart contents by expiration date, with those scheduled to expire first
being used first. You can change this before submitting the order, by using the Service Credits to use field in the right
column.
Review the information, check the box indicating you have understood and accepted the scope of the services as
described, and submit. When checkout completes successfully, an order number is displayed, and confirmation is emailed
to you.
View the current contents of the cart at any time by clicking the cart.
You can request a custom service activity. Provide details of your request, your contact information, the support agreement
containing the Service Credits you wish to use, and submit the form. An HPE representative will contact you within three
business days.
You can also provide feedback using the feedback form.
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Support cases
Support cases are associated with devices and with your HPE Passport account.
View support cases
Sign in to Insight Online to view your support cases from several places:
To reach a list of support
cases associated with:
Click on Cases here:
Insight Online main drop-down
All devices you own or
that are shared with you.
Dashboard
A device group's details page
All devices in the device
group.
A device's details page
The device.
Filter the case list using combinations of status, content type and search type as follows:
Status
Content type
Search
type
Active
Case title
Contains
New
Case ID
Starts
with
In progress
Closed
Any
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and
Serial number
Product number
Ends
with
Equals
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For example, search for an active case ID that equals 123456789:
To filter by status only, select a status, leave the search box empty, and click Search .
Active status includes new and in progress cases.
You can sort the cases in the list, in ascending or descending order, by clicking on any of the headings in the list.
You may not be able to view the details of a listed case. In that case a page appears requesting a product number, serial
number, or Service Agreement ID to view the case details.
Once closed, case histories are available for 30 days. If you have contractual reporting services, contact your account
delivery team. HPE recommends that you manage reporting on a monthly basis.
View a case details page
Click a case ID in the list to reach the case details page, which is part of the HPESC Support Case Manager (SCM). A case
details page lists the following:
Field
Description
Case ID
Assigned when the case is first
submitted.
Case title
Provided when the case is submitted.
HPE Support Contract
The HPE support agreement
covering the system.
Source
Where the case was submitted from:
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Type
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Web: SCM
Other channels: telephone or
other medium
The case type, hardware or software
related.
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Field
Description
Case Status
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Received by HPE: received and is
currently being routed to a
support agent.
In Progress: a support agent has
been assigned to this case and is
working on it.
Completed.
Submitted
The date each case was initially
received by HPE.
Customer Tracking Number
Use this number to co-relate this
case to your own tracking
application. Optional.
Schedule and Parts Information
HPE's schedule to complete the
repair, and the parts required to
address the problem.
Below the case information are two tabs:
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Case details and history. Click this tab to add attachments or request to close the case.
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Service and parts. Click this tab to view on-site service and parts order details.
The On-site service section displays subcases by ID, and lists:
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Description
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Service status
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Expected service date
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Completed service date
The Parts order section displays subcases by ID, and lists:
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Part number
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Part description
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Order status
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Expected delivery date
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Actual delivery date
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Carrier
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Tracking number
Click on a subcase ID to view details about the subcase. Only support agents can update subcases.
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Update a case
From the list of support cases, click the ID of the case you want to update to bring up the case details page. Select the Case
details and history tab. You can add comments, email attachments, or request to close the case. Click Update. A request to
close a case does not automatically close the case. An HPE support agent will close the case upon review of the request.
Submit a case
Submit a new case using the Submit case button in the Case section of the dashboard, or from the Actions drop-down on
the right side of an individual device page. If you use the Actions drop-down, the device details (serial number, product
number) will prepopulate the submit case form.
If not already prepopulated, enter a serial number or contract ID in the contract or warranty field:
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Serial number. If the serial number is valid and the warranty is active, a case details page appears. The serial number
does not have to be linked to your profile. Enter the case information (refer to the following sections for details) and
submit.
You can use contract IDs (HPE Support Agreement ID, Service Agreement ID, Support Account Reference, nickname). If
the ID is valid, a list of products associated with the contract appears. Select the product and submit to reach the case
details page.
You can then provide case information and troubleshooting information, as described in the following sections.
Provide case information
When submitting a case, provide as much detail as you can, including:
Problem Description
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Error messages
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Log files
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Steps to recreate the problem
Location
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Alternate contact information
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Equipment address location
Configuration
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Identify third-party options installed and if they have been eliminated as potential causes.
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Identify system options installed, regardless of whether they seem pertinent.
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Total memory including RAM size and configuration.
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Installed patches and service packs.
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Revision levels (if a hardware or firmware problem).
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Version updates.
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Replaced parts.
Case History
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Has this problem been previously reported to HPE for the same product? If so, include prior support case numbers
opened for that product.
Actions taken by HPE, any service provider or the customer since the first occurrence of the problem.
Changes to Environment
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Power- or temperature-related problems.
Testing Information
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Is the problem reproducible? If so, include the exact steps to reproduce the behavior.
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Include crash analysis if a system crash.
Contact and equipment locations
Contact information is used by the support agent to communicate updates and request further data. Ensure the contact is
the person who can actually work with the support agent. Be sure the equipment location is accurate, as on-site visits and
parts delivery are made to this address.
Provide troubleshooting information
Describe the steps you have already taken, and the results. Consider these questions:
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What were you trying to do when you detected the problem?
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What were you expecting to happen?
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What error messages did you see?
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What programs, commands, or devices were involved?
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When did you first observe the problem?
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When was the last time the activity worked?
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What has changed since then (hardware, software, configuration)?
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If the problem is intermittent, under what conditions did the problem occur?
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What do you think is the cause of the problem?
Add comments to a case
Add comments to open cases on the case details page. On submission your comments are added to the case history and
the support agent is informed.
Close a case
Enter an explanation on the case details page of why you want to close the case, and update. Cases are not automatically
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closed as the result of a request. A support agent closes the case after reviewing the request.
Anticipated response time
If you submit a case within the contract's coverage hours, the first available support agent will respond. For support outside
coverage hours, submit the case by phone and say that you need an "uplift" to your support contract. This will result in an
additional charge. Uplift is not available in some countries.
For on-site support, contract type determines on-site response time. On-site response time refers to the time when an
engineer will be on-site to address the problem, not problem resolution time.
View case report
Generate a report of cases based on your selection of support contracts. Active and inactive contracts that are linked to
your profile appear in the column at left. To create a list to run a report, find a single contract using the search field, or
select one or more from the list in the column on the left, and add them to the column on the right. You can run a report
for up to 200 contracts at a time. The greater the number, the longer the report takes to run.
Use the filtering options to narrow the report focus. You can specify the number of cases per page in the results. Click
Create report to produce a results page and save your last settings. Reset to clear the report page.
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Service events
View and manage service events for devices monitored by HPE remote support. Access Service events from two places:
The Insight Online menu:
The Insight Online dashboard:
When a device monitored by HPE remote support submits an issue, a service event is generated and automatically
reported to you through Insight Online. Additional analysis may be performed at HPE, and a support case will be opened
if an intervention is needed. The service event may be closed when no action is currently required. If a support case has
been created from this service event you can see the corresponding case number in the service event list page. The
service event remains in an active state until the service is delivered and the corresponding support case is closed.
You must be a member of a user group that has the Service events role enabled to view service events.
View service events
Select Service Events from the main drop-down list. The fields in the service event list are as follows:
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Severity: red = critical
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Device Name. Click to see device details. Hover to display service event and contract & warranty status.
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Date/Time Generated.
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Problem Area.
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Problem Description. Click to see service event details. Hover to see a brief problem description.
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Case ID. Displayed if there is a support case associated with the event. To see the case you must be in a user group that
has the Support Case Manager (SCM) role enabled, and is associated with the device either through a contact and
warranty share that covers the device, or a device group that contains the device.
Status: Active or Closed. Transitional event status values of Open, Submitted, Received, Entitled and Closed Pending
Confirmation are defined as "Active" events.
Click on the Refresh button (labeled "Devices") on the right above the list to see the most current status of service events.
Sort and filter service events list
By default, active service events are listed, by severity and date/time submitted. You can sort service events by any field
except Case ID, by clicking on the field name at the top of the list.
Select an option in the View drop-down list to filter the service events:
Filter
Service events displayed
Active
Currently active and being processed. (Default.)
Critical
Currently critical and active.
Closed
Have been closed because a.) they did not require
any intervention and no case ID was created or b.) the
service was delivered.
Test events
Those that test the end-to-end flow between the
device and HPE.
All
All events regardless of status. The first 1000 devices
are displayed.
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Search service events
Use Basic Search to search service events by problem description.
Use Advanced Search to search service events by any field and to filter the results.
Service events details (individual device)
In the list of service events, click on the problem description of an individual device to reach the details page for that
event:
The details page displays the problem area, description, entitlement status and recommended action when applicable.
The page may also include links to Customer Self Repair (CSR) documentation and videos.
To print from a details page, select Print page in the Actions drop-down list (the small blue icon on the far right).
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My document repository
My document repository provides you, as an authorized customer, access to documents that service agents are sharing
with key contacts within your company. The document repository is a cloud-based software solution provided by iManage
Share that is designed to help your business securely store and access information for better collaboration. Customers with
the service level of Proactive Care Advanced or higher are eligible to have a document repository created for their
company by their HPE account team.
If you have received an invitation to activate your iManage Share account you should do so, by setting up a password
according to the invitation. Once you have done this, when you are signed in to HPE Support Center, you can click the My
document repository link to go directly to your document folder.
If you have not activated this account, the link is still active but you will not be able to sign in.
Note that iManage Share performs maintenance every other Saturday 12 AM - 3 AM US Eastern time, during which access
to your documents may be limited.
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Insight Online My Customers
HPE Authorized Channel Partners can view and manage customer devices by using the Insight Online My Customers tab.
This area is only visible to those who are recognized as a partner at sign in. If HPE Support Center recognizes you as a
channel partner, you can reach My Customers from two places: the main menu and the Insight Online My Customers tab.
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Insight Online My Customers
There are two types of HPE Authorized Channel Partner:
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HPE Authorized Reseller. To become an HPE Authorized Reseller, a company must apply to become a partner on the
Partner Portal and meet certain criteria. Once approved, HPE will assign the company a partner location ID. Individuals
at the partner company can register to become users of the partner portal. During registration, users create an HPE
Passport ID that is linked to their company’s location ID. The same HPE Passport ID is used to sign in to Insight Online.
Insight Online will identify you as an Authorized Reseller.
HPE Authorized Service Partner. Upon reaching a level of HPE sales, HPE offers your company, as an HPE
Authorized Reseller, training to deliver break-fix service as a ServiceOne partner. If this is of interest, your company can
become accredited as an HPE Authorized Service Partner. Once HPE accredits your company, Insight Online
automatically identifies you as an HPE Authorized Service Partner at sign in.
Note: For brevity, 'channel partner', 'reseller' and 'service partner' are used in this document for the above
terms.
If a customer does not assign a channel partner, service delivery defaults to HPE. As a channel partner, you have the
option to have Insight RS cases automatically routed to you.
Enable access to customer’s device information
As a channel partner, you must share your partner location ID with your customers and ask them to associate it with the
devices they want you to manage. To allow you to view configuration information for their devices, you must also ask them
to optimize their IT environment.
For central connect devices, customers should use the Insight RS Hosting Device setup wizard:
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On the Receiving Remote Support screen, check ”Consent to have HPE or my HPE Authorized Channel Partner
contact me to discuss optimizing my IT environment”. Checking this option will affect all devices managed by Insight
RS. Only you as a channel partner will be able to receive configuration information, and not HPE. HPE will not contact
your customers if you are the registered partner in Insight RS and Insight Online.
On the Authorized Channel Partners screen, click the Partner ID option and enter the partner location ID.
For direct connect devices, customers should use Insight Online. The information can be added in three places:
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At Step 3 of the device registration sequence. See Complete direct connect device registration for one or more devices.
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After registration, using Edit service information.
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For an individual device, from the Edit link on the Configuration tab of the device’s details page.
Enter the partner location ID and optionally check Optimize my IT environment. Note that for direct connect devices this
action only applies to the specific devices you select:
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Insight Online My Customers
The All customers view
For you as a channel partner, the My IT Environment tab and the My Customers tabs are active. The My Customers menu
has links to these sites:
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Partner portal contains partner information about Insight Online and Insight RS.
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CSN is a virtual, global community made up of HPE customers, HPE service channel partners and HPE.
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Insight Online My Customers
Customers do not see My Customers. Its top-level content contains customer objects, rather than devices and device
groups:
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Insight Online My Customers
Click on a customer object to see the customer's devices. As a channel partner you can only see those devices that have
been associated by the customer with your partner location ID as described in Enabling access to customer’s device
information. Some differences exist in this view, depending on the type of channel partner:
Customer information available to HPE Channel Partners
HPE Authorized
Reseller
HPE Authorized
Service Partner
Customer opt in required
Configuration details
•
•
•
Service levels
•
•
Device configuration
•
•
Contracts and warranties
•
•
Insight Online feature
Devices and solutions:
Reports:
Support case
•
Service event
•
Firmware
•
•
Service events:
Details
•
Icons in dashboard
•
Link to CSN
•
For direct connect devices, the customer who owns the device can change the partner location ID at any time, either
individually or by group. See Edit service information for details.
Customer dashboard
Within each customer object is a dashboard, accessible from the main drop-down list:
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Insight Online My Customers
The dashboard contains areas for devices and Service events (service partners only), and links to Manage device groups
and Delete customer group in the Actions drop-down list on the right:
Favorite customers
In the All customers view, you can designate a customer "favorite" by hovering over a customer object and clicking Add as
favorite:
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Insight Online My Customers
A star is then added to the customer object. Selecting at least one favorite customer activates the "Favorites only" filter on
the right:
You can select a maximum of 25 favorites.
Initially, all customers are displayed by default. Click on "Favorites only" to display favorite customers, and "All customers"
to change back. This choice remains your default customer view until you change it.
The View filters and the Search action will apply to the set of customers you are viewing--either all customers or favorites
only.
You can hover over a favorite customer object and remove it from your favorites. If you remove all favorites, the "Favorites
only" filter is deactivated.
Remove customer groups from the view
As a partner you may need to remove a customer group from your All customers view if there are no longer devices
associated with this customer. Duplicate customer groups may be created over time, or your relationship with the customer
may have changed. Since a customer group is like a device group, removing a customer group is like removing a device
group. You remove the customer group from Manage device groups. To remove a customer group, two conditions must be
met:
1. No devices must appear in the customer group. To achieve this, the customer must do one or more of the following,
depending on the kind of devices in their environment:
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Disable the connection to Insight Online from the Insight RS console (Administrator Settings > Insight Online
tab) that contains the devices managed by the partner.
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Insight Online My Customers
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l
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Or, delete all central connect devices from the Insight RS instance that contains the devices managed by the
partner.
Remove all direct connect devices from the Insight Online My IT Environment by using the Insight RS console
(preferred), or by using the Insight Online Delete device function.
Or, change the partner location ID for all devices managed by the partner. The partner location ID of direct
connect devices can be changed in Insight Online using Edit service information (see Edit service information),
and of central connect devices in the Insight RS console in the Company Information > Channel partners
screen.
2. Child device groups that you, or any other partner administrator, have created within the customer group must be
removed. Child groups created by the customer do not matter, since you as a partner do not see them.
Once there are no devices and no child groups remaining in the customer group, you can remove the customer group as
follows:
1. From the All customers view, click on the customer group.
2. Select Dashboard from the main menu.
3. From the dashboard, click the Actions drop-down list on the right, then click Delete customer group:
It is possible for another partner administrator with access to the same customer group to create a child device group
within it. If that child group is not shared with you, you will not be able to delete the customer group. You must contact the
other administrators of the customer group. Though you cannot see an unshared child device group or know exactly who
the creator is, the creator will be one of the administrators of the customer group you are trying to delete, since only an
administrator could have created the child device group. You can see who these administrators are in Manage Device
groups in the Device group administrators column. Contact the administrators in the list to find out which of them
created the child group, and ask the creator to share the child group with you or to delete it.
Service events
To see service events associated with customer devices that are monitored by HPE remote support, the customer must
assign you as the HPE authorized service partner when they register the devices either through Insight RS, or for direct
connect devices, in Insight Online when they complete registration for those devices.
You can reach the list of service events three ways, from the All customers or Favorite customers view:
l
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Hover your cursor over a customer object to view a summary of that customer's service events. Click critical service
events in the display to view the corresponding events.
Hover over a customer object and click the View details button. This takes you to the dashboard for that customer.
Select service events from the main menu.
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Insight Online My Customers
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Click a customer object to go to a page listing the remote support devices belonging to that customer. Select Service
events from the menu.
See "Service events" on page 76 for more information.
Service levels
Channel partners can use the Service levels feature to view information about the highest service level (such as an HPE
warranty, support agreement or packaged support) available that applies to each device that is monitored by HPE remote
support.
From the details screen of a device, click the Service levels area on the right. The service levels details screen displays.
Check the "Include all active service levels" to show both the highest service level (packaged support, for example) and
other applicable service levels as well (a warranty, for example).
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Profile and settings
After you sign in, click the icon in the upper right of any page:
Profile
Change your:
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Name
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Preferred language
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Country or region of residence
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Contact preferences
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User ID
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Password
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Security questions
Provide:
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Additional business or personal contact information
Delete:
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Your profile
Settings
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Forums
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Subscriber's choice
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Support case manager
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Contracts and warranties
Entitled content
The Settings page also displays a summary of your current access to entitled HPE Support Center features and content:
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Profile and settings
You have access to these if your HPE Passport ID is associated with an active support agreement, packaged support, or
warranty (all referred to as "contract", below), by one or more of the following means:
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You are linked as the owner, in single mode, to a contract that enables access.
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You are linked in multiple mode to a contract that enables access.
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You are a member of a user group associated with a contract and warranty share, that includes a contract that enables
access.
You are a member of a user group associated with a device group, that contains a device that is covered by a contract
that enables access.
The summary also displays your current role in HPE Support Center (for example customer, partner, employee).
In the summary, follow the links under Gain access to entitled features and content to link your HPE Passport ID to
additional entitlements. See More Information on Access to HPE Support Materials or click Learn more in the summary for
additional information.
Logout
Log out of this HPE Support Center session.
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Profile and settings
Language and country selector
See "The language and country selector" on page 102.
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Customer reports
Customer reports
As a channel partner you can create reports about customer devices you manage.
Click the Reports icon on any page in My Customers:
Requirements:
For you as a partner to see customer devices in reports:
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Customer devices must be connected to HPE using one of the HPE remote support technologies.
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Customer must associate your partner location ID with each device.
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For the Device configuration report, customer must opt-in.
Create a report
You can create different types of reports depending on the type of partner you are:
My Customer report
type
Contracts and warranties
Service
Partner
Reseller
•
•
Contracts, packaged support, and warranties associated with the
remotely supported devices you select.
•
HP EVA, ProLiant, BladeSystem c-Class Enclosure, StoreVirtual, HP
P2000 Modular Smart Arrays (MSA), StoreFabric, StoreEasy, and
StoreAll product families.
Device configuration
•
Description
Firmware
•
Firmware installed on the devices you select.
Service event
•
Service events associated with the devices you select.
Support case
•
Support cases associated with the devices you select.
You can select a maximum of 1400 devices. You cannot select Virtual VM host devices when creating reports, since they
do not have applicable firmware data.
In addition to the report types you create, you can receive HPE Proactive reports for customers. Report names are of the
form "Company name + report type". For example, "Cogswell Cogs Incident Report". These will appear automatically in
your Generated reports tab on a regular basis. See "HPE Proactive Care reports" on page 62 for details.
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Customer reports
To create a report, complete the following steps:
1. Select a report type from the list in the New Report tab.
2. Enter a title.
3. Select the format from the drop-down list.
4. Select devices from the list. The top-level items are customers. Within each customer, select devices.
5. Enter a start and end date if needed.
6. Service event report only: Select an event status--Active, Closed, or both.
7. Optional: Select the Save these report options as a template check box. A template stores the items you select, so you
can use it again later.
8. Optional: Enter a valid email address to receive a notification when the report is complete.
9. Click Generate Report. The report appears in the All generated reports section on the Generated Reports tab, with a
status of In Progress. Reports take about 30 minutes to complete.
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Customer reports
10. Use the Refresh button to update the status. When the status is Completed, click the report name to download it. If
you entered an email address to receive a notification, click the link in the email to download it.
Report types are available in different output formats:
Output formats
Microsoft Excel
Report type
PDF
(XLS)
Zipped CSV
Contracts and warranties
•
•
•
Device configuration
•
Firmware
•
Service event
•
•
•
Support case
•
•
•
Content of each report type
Each report type contains different information, as described in the following sections.
Contract and warranties
This report is in three sections:
Contract:
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Device name
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Model
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Product number
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Serial number
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Status, such as Active or Expired, of the service agreement
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Expiration date
Packaged support
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Device name
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Model
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Product number
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Serial number
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Packaged support product serial number
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Status, such as Active or Expired, of the packaged support
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Expiration date
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Customer reports
Warranty
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Device name
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Model
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Product number
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Serial number
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Status, such as Active or Expired, of the warranty
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Expiration date
Device configuration
For each device you selected:
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Model
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Count of reported devices
Scroll down to view a graphical representation:
Scroll further to view detailed information about each device:
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Customer reports
Firmware
The Firmware report contains the tabs described below. Note that certain fields are only available if you have an HPE
Proactive Care service offering.
Read me first
Contains additional information about the report.
Firmware overview tab
Contains information about the current firmware running on the selected devices.
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Device name
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Model
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Product number
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Serial number
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Operating system
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Connection type. For example, Insight RS Central Connect.
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Support status. For example, HPE Proactive Care.
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Category. For example, Storage controller.
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Installed firmware version
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Customer reports
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Installed firmware release
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Latest firmware version. * (Click the link to download the driver for the device and operating system.)
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Latest firmware release date. *
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Latest firmware description. *
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Is latest newer than installed? *
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Does latest address a critical fix? *
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Installation impact. A reboot is required. *
* Only available with HPE Proactive Care service offering.
Devices-Data not reported tab
Contains information about the devices with no available firmware, and provides technical reasons why the report did not
generate results. It contains the following fields:
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Device name
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Model
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Product number
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Serial number
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Operating system
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Connection type
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Notes. Provides reasons why data is currently unavailable. For example:
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No valid collections for this device.
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An error occurred while processing the device Real World Model during analysis.
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The device is not currently supported.
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The product number for this device is not present.
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The operating system returned from the device collection was unrecognizable to the analysis.
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No firmware inventory components were found for this device during analysis.
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The device detailed information was unrecognizable to the analysis.
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Cannot resolve device type.
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Cannot match installed components with reference data.
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No entitlement.
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No rules were evaluated.
Service event
For each device you selected:
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Device name
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Model
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Customer reports
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Serial number
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Product number
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Event ID (GUID)
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Problem description
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Problem area
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Case ID
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Status. For example, Open or Closed.
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Date submitted
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Last updated
Support case
For each device you selected:
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Device name
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Model
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Serial number
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Product number
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Case ID
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Case title
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Status. For example, Open or Closed.
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Date submitted
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Last updated
View your reports
Click the Reports icon on any My IT environment page. Generated reports is the default tab, and lists your reports:
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Customer reports
The list has these fields:
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Report name.
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Status, one of In Progress, Completed, Failed or Retry.
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Submitted, the date and time you generated the report.
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A Remove check box.
Use the buttons on the page to refresh the report status or remove all checked reports from the list.
Sort the list by clicking any of the headings. Click the heading again to sort in reverse order.
Click a report name to view the report. You can view the report directly or download it. You can only view completed
reports.
You can also access reports from your email. When creating a report, enter your email address to receive a notification
when the report completes, then click the link in the email notification.
Report data is not in real time and has a 24-hour lag to complete. Report data may appear blank due to daily updates to
the database.
Print a report
For best results, use PDF format for printing:
1. Click the report name in the list. The File Download message box appears.
2. Click Open to view the report.
3. In your PDF viewer, click Print.
Remove a report
To remove a report, complete the following steps:
1. Click Generated reports.
2. In the All generated reports section, locate the report you want to remove.
3. In the Remove column, select the check box for the report.
4. Click Remove all checked.
The report is permanently removed from the All generated reports section.
Use report templates
Use a report template to save the parameters of an earlier report you created. A template is useful if you routinely create
reports from the same subset of devices or contracts.
When you create a new report, check "Save report options as a template":
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Customer reports
Click Saved templates to display the templates you have available for creating a new report:
If you do not have any saved templates, create a new report and use the save option.
The Saved templates list has these fields:
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Template name.
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"My Customer report type" on page 92 (click to see types).
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Submitted—the date and time you generated the template.
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A Remove check box.
To create a new report from a saved template:
1. From Saved templates, click the template name.
2. Optionally, modify the report parameters.
3. Click Generate report.
A report created from a saved template is the same as a new report. View the new report in the All generated reports list
when it is completed.
Use your saved report template to perform the following tasks:
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Customer reports
Task
Access the report on the Saved templates tab and:
Regenerate a report when it fails
Click Generate to regenerate the report.
Reuse the report template for new
reports
Edit the report name. Use the previous report parameters in the saved template
and click Generate.
Modify report parameters
Update the report parameters, then click Generate.
Regenerate saved report template
Click Generate to regenerate the report.
Known issues
The following lists known issues and workarounds:
Issue
Description
Workaround
Support of International Characters in
the report name for opening and
saving generated reports.
If you enter International Characters in
the report name, the characters appear
blank in the pop-up window when
opening and saving the generated
report.
Save the report to your local drive
and rename the report.
Retry link does not display.
The Retry link does not display when a
report has a status of Failed.
Regenerate the report from the
same place (either the New report
tab or the Saved templates tab)
with the same parameters.
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The language and country selector
The language that HPE Support Center displays in, and country-specific contact information such as in "Contact HPE", are
by default determined by the country you are accessing the site from. For example, if you are in Italy, the site appears in
Italian, and the contact information is local to Italy.
You can change this language and country setting at any time by clicking the globe icon in your settings:
Several countries share languages, but the country-specific information is different. Ecuador and Mexico for example,
share Spanish, but the contact information for each is different.
Some languages differ slightly depending on region. The Spanish associated with countries in South America, for
example, is different from the Spanish associated with Spain, and the Portuguese associated with Brazil is different from
that of Portugal.
The complete list of supported languages is as follows:
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Chinese (simplified)
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Chinese (traditional)
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English
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French
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German
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Italian
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Japanese
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Korean
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Portuguese
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Russian
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Spanish
Technical documentation also appears in search results, if available, in the selected language.
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The language and country selector
You can use this feature to compare languages, if for example you are not sure of terminology in a given language. You
can open a link in a new window, change the language in that window, and compare the different language versions of
the same content.
Once you change a language in one window, the language will change for subsequent links on the site in all open
windows, and will remain your selected language even after you sign out and back in again. To return to your original
language, select it from the flag at the bottom of any site page.
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Support and other resources
Select the following items from the main menu:
l
Forums - an online community for peer-to-peer technical support and knowledge sharing. Like-minded professionals
gather to exchange knowledge, best practices, and experience.
l
Chat with HPE to help you find solutions to common product issues.
l
Submit or manage support cases.
For worldwide technical support information, see the HPE support website. Before contacting HPE, collect the following
information:
l
Product model names and numbers
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Technical support registration number (if applicable)
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Product serial numbers
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Error messages
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Operating system type and revision level
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Detailed questions
Documentation feedback
HPE welcomes your feedback. To make comments and suggestions about product documentation, send a message to:
techdocs_feedback@hpe.com. Include the document title and part number if available in your message. All submissions
become the property of HPE.
Related information
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HPE Insight Remote Support documentation at the Hewlett Packard Enterprise Information Library
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Glossary
HPE Authorized Service Partner, who in addition to the
services a reseller can provide, can also deliver breakfix services.
A
HPE Authorized Reseller/Distributor
Channel partners who sell hardware and services.
Agentless Management Service (AMS)
iLO 4 AMS uses out-of-band communication for
increased security and stability. This feature runs on
iLO hardware which is independent of operating
system and processor.
HPE Authorized Service Partner
Channel partners who deliver services and/or
installation service on HPE’s behalf.
C
HPE Insight Online
Part of HPE Support Center. Provides secure access to
support the devices in your IT environment. Used
primarily by IT staff and HPE Authorized Channel
Partners to support infrastructure.
contract
General term including: HPE support agreement,
packaged support, and warranty.
contract and warranty
General term including: HPE support agreement,
packaged support, and warranty.
CSN
Channel Services Network
Customer Self Repair (CSR)
A feature in the Product Support section of HPESC.
Allows HPE to ship replacement parts directly to you,
and provides you with the option of replacing parts
yourself or having it done by HPE service personnel.
Available for certain products.
D
Derived contract or warranty
A contract or warranty that is automatically linked to
your HPE Passport ID as a result of being associated
with a device registered to you or shared with you by
another user.
device
Any object such as a server, storage system, or switch,
that by means of being monitored by HPE remote
support technologies and properly registered, or added
manually, appears in Insight Online.
H
HPE Authorized Channel Partner
Two types: HPE Authorized Reseller, who has been
approved by HPE to become a partner in the Global
Partner Portal, and who meets certain criteria.
HPE Insight Online: User Guide
HPE Insight Remote Support
Insight RS provides proactive remote monitoring,
diagnostics, and troubleshooting to help improve the
availability of supported HPE servers and storage
systems in your data center.
HPE Passport ID
ID for your HPE Passport account. Needed to sign in to
HPE Support Center and Insight Online. It may be the
email address you used when registering.
HPE Support Center (HPESC)
Contains: Product Support and My IT Environment
sections. Use Product Support to find drivers, patches
and other software, and search for a variety of support
documentation. Use Insight Online to manage your
remote support devices and contracts, and to access
features such as Service Credits and reports. HPE
Authorized Channel Partners also have access to a My
Customers section.
I
iLO
Integrated Lights-Out. Embedded server management
technology that delivers web-based remote
management that is always available.
O
OA
Onboard Administrator. The OA for BladeSystem
enclosures provides both local and remote
administration of BladeSystem c-Class enclosures.
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Glossary: opt-in - Web-Based Enterprise Management (WBEM)
opt-in
During or after device registration, the customer
consents or "opts-in" to have HPE or a partner contact
them to discuss optimizing their environment.
P
Packaged support Services
An enhanced support package that can be purchased
for many HPE products and services. These services
extend coverage when an original warranty expires.
They reduce downtime risks with support levels from
basic to mission-critical.
S
SAID
Service Agreement ID
T
Transport Layer Security (TLS)
A protocol that ensures privacy between
communicating applications and their users on the
Internet. When a server and client communicate, TLS
ensures that no third party may eavesdrop or tamper
with any message. TLS is the successor to the Secure
Sockets Layer (SSL).
W
Web-Based Enterprise Management (WBEM)
A set of management and Internet standard
technologies developed to unify the management of
distributed computing environments, facilitating the
exchange of data across otherwise disparate
technologies and platforms.
Secure Sockets Layer (SSL)
Standard security technology for establishing an
encrypted link between a web server and a browser.
This link ensures that all data passed between the web
server and browsers remain private and integral.
service event
HPE remote support technologies monitor a customer’s
hardware environment for service events that require
action from the HPE Authorized Service Partner or
customer. For the most part, actionable service events
require replacing a failed Field Replaceable Unit or
Customer Replaceable Unit in the monitored hardware.
Simple Network Management Protocol (SNMP)
One of the management protocols supported by
Insight Remote Support. Used extensively by
networking systems and most servers.
Support Account Reference (SAR)
A type of product identifier. Also known as a System
handle.
Support Case Manager (SCM)
A feature in the Product Support area of HPESC. Use
SCM to request support from HPE for products under
active warranty.
System handle
Another name for Support Account Reference (SAR)
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Index
C
channel partner
customer info available 84
edit service information (customer) 12
favorites 85
remove customer 86
service levels 88
servicevents 87
complete device registration 10
contract report 51
contracts and warranties
automatically linked 39
batch link tool 47
derived 38
link 39
information required to 40
ownership types 41
share by creating contract and warranty share 42-43
share by creating device group 42
transfer ownership 46
types of 40
unlink 47
contracts and warranties report 51, 92
create a report
My Customers 92
My IT Environment 51
customer dashboard 84
D
default structures
contract and warranty share 38
device group 28
user group 19
derived contract or warranty 38
device
all devices view 22
organize 22
simplify 22
types of objects 22
central connect method 10
claim HP storage 27
complete registration 10
delete 25
direct connect method 10
HPE Insight Online: User Guide
edit service information 12
enable access by partner 81
expired contract or warranty 27
manually add 26
types of 22
device configuration report 51, 92
device group 28
create 30
default device group 28
icons, meaning 33
roles 32
F
firmware report 51, 92
H
HP Care Pack report 51
M
message log 63
My Customers 92
contracts and warranties report 92
device configuration report 92
firmware report 92
service event report 92
support case report 92
My document repository 79
My IT Environment 51
contract report 51
contracts and warranties report 51
device configuration report 51
firmware report 51
HP Care Pack report 51
service event report 51
support case report 51
O
optimize your IT environment 11
R
reports
content of each type 54, 94
create 51, 92
known issues 62, 101
My Customers environment 92
My IT environment 51
output formats 53, 94
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Index: service credits – user groups
print 60, 99
remove 60, 99
select items 54
templates 60, 99
types of 51
S
service credits 65
admin and member roles 67
my orders 68
my service credits 67
my services 68
shop HP services 68
shopping cart 67
service event report 51, 92
solutions 34
support case report 51, 92
support cases 70
submit new 73
view 70
U
user groups 15
create 15
default 19
delete 20
roles assigned group-wide 19
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