HP Insight Online User's Guide Document Release Date: June 2014 Software Release Date: June 2014
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Contents Contents 3 Chapter 1: Overview 5 Chapter 2: Sign in and complete device registration 6 Complete direct connect device registration 7 Edit service information 9 Chapter 3: Manage your devices The All devices view Types of objects in the All devices view 11 11 12 Device groups 12 Solutions 13 Devices 16 Your default device group 17 Refresh devices 19 Manually added devices 19 Devices with expired contracts or warranties 20 Deleting devices 20 Create, maintain, and delete d
Contents Types of HP Authorized Channel Partners 33 Enabling access to customer’s device information 33 The My Customers view 34 Service levels 37 Removing customer groups from the view 38 Chapter 7: Manage contracts and warranties 41 Derived contracts and warranties 41 Link contracts and warranties 42 Share contracts and warranties 44 Display your user name and email 46 Batch link tool 46 CSV file size and requirements 48 Upload status values 48 CSV file field values 49 Chapter
Chapter 1: Overview HP Support Center (http://www.hp.com/go/hpsc) is home to HP Insight Online. Through Insight Online, you and, optionally, HP Authorized Channel partners, have web access to feature services such as: l Devices, which provides the ability to organize and monitor your managed devices. l Service events, generated and reported to HP by managed devices. l Support Cases associated with your HP Passport ID.
Chapter 2: Sign in and complete device registration To use the various feature services of Insight Online you must sign in using your HP Passport ID. You can then complete device registration if needed. Successful device registration assumes you have done the following: l For devices that use the central connect method, you have correctly installed and configured Insight RS, and specified your HP Authorized Channel Partners in the Hosting Device Setup Wizard.
Chapter 2: Sign in and complete device registration Figure 2.2 HP Passport Sign-in Complete direct connect device registration Once you have signed in, devices that have been registered using the central connect method will be visible in Insight Online without any action on your part. However, for devices registered using the direct connect method, you must complete the registration process in Insight Online. Once you have signed in: 1. Click on the Insight Online My IT Environment tab.
Chapter 2: Sign in and complete device registration can complete registration for multiple devices at one time if they share site, contact, and channel partner information. 4. Enter site and support information, then click Next. The Provide HP Authorized Channel Partner Information page appears. 5. Do one of the following: n Accept the default settings if support for your IT infrastructure is provided by HP.
Chapter 2: Sign in and complete device registration l By group. See Edit service information. l 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 Contacts sections: Figure 2.4 Change partner and contact information on an individual device Edit service information Once direct connect devices are registered, you can edit their site, support contact and partner information as a group.
Chapter 2: Sign in and complete device registration 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: Figure 2.6 Edit service information 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.
Chapter 3: Manage your devices When you first sign in, the Dashboard is the initial display. Click Devices on the left or select Devices from the main menu to navigate to the All devices view: Figure 3.1 Devices in the Dashboard Figure 3.2 Devices in the main menu The All devices view The All devices view is similar but not identical to a view of your default device group. (See Your default device group.
Chapter 3: Manage your devices l Individual devices registered using the direct connect method, whose registration must be completed. l Individual devices in your default device group that you have not put into a child group. l Individual devices that you have put into a child group, that you have not removed from your default device group. l Solutions Objects in the All devices view are displayed in the following order: 1. Device groups 2. Hosting devices (physical and virtual machines) 3.
Chapter 3: Manage your devices Icon or text Green square Orange exclamation point Meaning Devices in the device group with normal service event status. 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.
Chapter 3: Manage your devices Figure 3.4 Solution as container 2. Click on the Solution Details button to view solution details, similar to a device group details screen: Figure 3.5 Solution details You can also reach the solution details by hovering over the solution in the All devices view to reveal the Solution Details button: Figure 3.
Chapter 3: Manage your devices 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: l Name l Type l Serial number l Product number l Product model l Custom delivery ID In the All devices view of Insight Online, view the details of the solution as device as follows: 1. Click on a solution.
Chapter 3: Manage your devices Devices A device may be in different states: l Incompletely registered (direct connect only) l Remote health status displayed (direct connect only) l Critical l Normal l 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.
Chapter 3: Manage your devices Icon or text Meaning Device name Typically a name you entered, when registering the device. Otherwise obtained automatically from the Windows “ComputerName” property, or through the Agentless Management Service (AMS), which is a lightweight service that collects OS-based information and provides it to iLO. Device type/model Example: HW / HP Next Generation ProLiant DL380 server Hover your mouse over a device to display summary information.
Chapter 3: Manage your devices groups, your child device groups are indented. Child device groups are indented shows a child group created by you, because it is indented under your default device group. Figure 3.9 Child device group in your All devices view Figure 3.10 Child device groups are indented 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.
Chapter 3: Manage your devices 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.
Chapter 3: Manage your devices Figure 3.13 Remote support and manually added devices Devices with expired contracts or warranties Devices whose contract or warranty has expired are still displayed in the devices view, with “Support Expired” displayed: Figure 3.14 Device whose contract or warranty support has expired If support coverage for a device has expired, contact your HP Services sales representative or HP Authorized Channel Partner to purchase continued support coverage.
Chapter 3: Manage your devices See the HP Insight Remote Support and Insight Online Setup Guide for ProLiant Gen8 Servers and BladeSystem c-Class Enclosures (http://www.hp.com/go/insightremotesupport/docs) for more information about deleting central connect and direct connect devices. Figure 3.15 Delete device in the Actions drop-down menu Create, maintain, and delete device groups Device groups let you arrange your devices into logical groupings to make managing your environment easier.
Chapter 3: Manage your devices All devices 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.
Chapter 3: Manage your devices l Change the group name and description. l Add or remove devices in the group. l View contracts and warranties linked to your HP Passport account that are associated with the devices in the group. l Add or remove user groups associated with the device group. l View the administrators and members of user groups. l View or change the roles granted to user groups associated with the device group.
Chapter 3: Manage your devices Feature service roles are permissions granted to users of a user group. When you create a device group, you associate one or more user groups to it, and assign roles to those user groups. There are three types of administrator, and it is important to be aware of the distinction.
Chapter 3: Manage your devices Figure 3.19 Assign feature service roles to a user group Feature service roles are associated with a user group only in the context of a specific device group or contract and warranty share. This means that the same user group can have different roles assigned to it in different contexts.
Chapter 4: Reports and messages Reports The reporting feature lets you easily generate reports, save them for reuse, and view a log of prior results, allowing you to manage your reports efficiently. Reports are available to users and to HP Authorized Channel Partners.
Chapter 4: Reports and messages l An individual device group page (in the Actions drop-down menu at the far right). l An individual device page (in the Actions drop-down menu at the far right). Figure 4.1 View message log from the Dashboard The messages that display (Message log sample) depend on where you access the log. From the Dashboard or the Devices top level, messages for all devices are listed. From a device group page, only messages for devices in the group are listed.
Chapter 5: Service Credits Overview The Service Credits feature provides access to: l Service Credits purchased on HP support agreements. l The HP services exchanged for those credits. l Additional HP services available for exchange of Service Credits. l For authorized users, the ability to purchase HP services using a shopping cart. To access Service Credits, you must have a proactive services support agreement in your HP Passport profile.
Chapter 5: Service Credits Figure 5.2 Service Credits home Figure 5.3 Service Credits Actions drop-down menu The items in the Actions drop-down menu are described beginning in My Service Credits.
Chapter 5: Service Credits l 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 (Service Credits shopping cart). l Members can view My Service Credits and My services, and access featured HP services. Administrator and member roles exist in the context of a contract and warranty share.
Chapter 5: Service Credits another user. Support agreements that expired within the past two years are included. Click on 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 menu. 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.
Chapter 5: Service Credits Figure 5.5 Shop HP services You can choose a variety of HP services from the list. Filter the list using the category and subcategory drop-down menus, and sort the results by category, subcategory and service activity. You can also search for HP services using the search text box. Click on 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.
Chapter 6: HP Authorized Channel Partners Overview If you have enabled an HP Authorized Channel Partner to view your remote support devices, that partner can do so by using the My Customers section in Insight Online. This section is only visible to those who are recognized as an HP Authorized Channel Partner at sign in. Types of HP Authorized Channel Partners There are two types of HP Authorized Channel Partner: l HP Authorized Reseller.
Chapter 6: HP Authorized Channel Partners l At Step 3 of the Complete device registration sequence. For one or more devices. See Customer provides partner location ID and optimizes IT environment. l After registration, using Edit Service Information from the Actions drop-down menu. For one or more devices. See Edit service information. l For an individual device, from the Edit link on the Configuration tab of the device’s details page.
Chapter 6: HP Authorized Channel Partners The Partner Portal button in the My Customers tab links to partner information about Insight Online and Insight RS. Customers do not see the My Customers tab. It is only visible as a result of the two scenarios above. The top-level content of this tab contains customer objects, rather than devices and device groups: Figure 6.
Chapter 6: HP Authorized Channel Partners Click on a customer object to see the customer's devices. As a 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: Table 6.
Chapter 6: HP Authorized Channel Partners Figure 6.3 Add a favorite customer A star is then added to the customer object. Selecting at least one favorite customer activates the "Favorites only" filter on the right. Figure 6.4 Favorite customers 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.
Chapter 6: HP Authorized Channel Partners information, customers must opt in from Insight RS for central connect devices, or from Insight Online for direct connect devices. 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 (an HP Care Pack, for example) and other applicable service levels as well (a warranty, for example). Figure 6.
Chapter 6: HP Authorized Channel Partners 1. From the All customers view, navigate to the Dashboard of the customer group: n Hover over the customer group and click on Group details Or: n Click on the customer group and click on Group details Or: n Click on the customer group, then select Dashboard from the main menu. 2. Once in the Dashboard, click on Manage device groups in the Actions drop-down menu. 3.
Chapter 6: HP Authorized Channel Partners HP Insight Online: User's Guide Page 40 of 51
Chapter 7: Manage contracts and warranties Contracts and warranties include support agreements, HP Care Packs, and warranties. Contracts and warranties are managed through HP’s Support Agreement Manager (http://www.esca.hp.com) website. This means that a contract or warranty already exists for any remote support device.
Chapter 7: Manage contracts and warranties Figure 7.2 Run contract and warranty update Link contracts and warranties To enable devices to be registered for remote support in Insight Online, you must link a contract or a warranty that covers those devices to your HP Passport ID. Link contracts and warranties to your HP Passport ID from the Contracts and warranties item in the main menu. The procedure is similar for support agreements (shown), HP Care Packs, and warranties. Figure 7.
Chapter 7: Manage contracts and warranties To link to a contract or warranty, you need your HP Passport ID and the following information: Contract or warranty type Identifier Required additional information Support agreement Service Agreement ID Support Account Reference (SAR) HP Care Pack HP Care Pack ID HP Care Pack product number*, country of purchase Warranty Warranty serial number Warranty product number*, country of purchase The table below lists the location of the required information:
Chapter 7: Manage contracts and warranties Share contracts and warranties After you have linked contracts and warranties to your HP Passport ID, you can then share them with other users. You do this by creating a contract and warranty share: Figure 7.4 Creating a contract and warranty share To create a contract and warranty share, perform the following steps: 1. From Manage contracts & warranties, click Create new share. 2. Name the share and provide a description. 3.
Chapter 7: Manage contracts and warranties In the table below for example, two user groups are created, one for share administrators and one for share members. Note that Francis Lee, though a member of the user group, becomes an administrator of the share. Similarly Pradesh Jones and Akiko Yamada, though administrators of the user group, become members of the share: Table 7.
Chapter 7: Manage contracts and warranties Display your user name and email Simplify the management of your contracts and warranties by allowing other authenticated and entitled users to see your user name and email address. Select "Yes" to share this information, or "No" to keep it private: The result of this action depends on the ownership type of each contract or warranty: Table 7.
Chapter 7: Manage contracts and warranties Follow the steps listed on the upload page: l Download the latest Microsoft Excel template file from the link in Step 1. The format of the template name is "name-date_version", where the date is represented as YYYY-MM-DD. l Read the detailed instructions in the Readme sheet of the template. l Enter information, one contract or warranty per line, according to the titles at the top of each column.
Chapter 7: Manage contracts and warranties l 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: l Name length: 50 characters. l Size: 5 MB l Number of lines: 2500 Upload status values After you upload the CSV file, a popup window appears. Click on the Close button. An initial file check occurs verifying that the file size is within limits and has the correct file extension.
Chapter 7: Manage contracts and warranties l Pending. Files that have been received and have not completed processing. A maximum of two uploads can be pending. l 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: n Service Agreement ID (SAID) n HP Care Pack ID n Warranty serial number B.
Chapter 7: Manage contracts and warranties 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.
Chapter 8: Support and other resources Contacting HP For worldwide technical support information, see the HP support website: http://www.hp.
