HP Web Jetadmin - Running a Helpdesk using HP Web Jetadmin

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RUNNING A HELPDESK

using HP Web Jetadmin

CONTENTS

Overview ................................................................................................................................ 2

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Helpdesk examples ................................................................................................................... 2

Viewing devices ....................................................................................................................... 2

Quick Device Discovery ......................................................................................................... 3

Search ................................................................................................................................. 3

Filters ................................................................................................................................... 3

Columns ............................................................................................................................... 4

Device Groups ...................................................................................................................... 4

Troubleshooting devices ............................................................................................................ 5

Print Test Page ...................................................................................................................... 5

Detailed status ...................................................................................................................... 5

Embedded Web Server ......................................................................................................... 5

Online/Offline ...................................................................................................................... 6

Reset Device ......................................................................................................................... 6

Other features ....................................................................................................................... 6

Detailed Info ......................................................................................................................... 6

Firmware upgrades .................................................................................................................. 6

Configuration ....................................................................................................................... 6

Proactive management .............................................................................................................. 7

Status .................................................................................................................................. 7

Alerts ................................................................................................................................... 7

Enterprise systems management integration ................................................................................. 7

Summary ................................................................................................................................. 8

Summary of content (8 pages)

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RUNNING A HELPDESK using HP Web Jetadmin CONTENTS Overview ................................................................................................................................2 Helpdesk examples...................................................................................................................2 Viewing devices .......................................................................................................................2 Quick Device Discovery ............................
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OVERVIEW HP Web Jetadmin contains many tools for managing and troubleshooting printing devices. As a result, it is increasingly used as a helpdesk tool. HP Web Jetadmin includes several features helpdesk personnel can use to remotely troubleshoot devices without having to physically visit them. This can significantly reduce the time spent resolving issues.
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Quick Device Discovery Quick Device Discovery can be used in HP Web Jetadmin to find a device on the network if a user provides either the IP hostname or IP address of the device. Quick Device Discovery initially looks in the HP Web Jetadmin cache to see if the device has already been discovered. If it has not, Quick Device Find can use the information provided to locate the device on the network and add it to the HP Web Jetadmin cache of discovered devices.
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The following is an example of how filtering can be used: A company with several locations has given all devices an identifier in the Description field for the city and building where the device is located. If a user makes a specific request such as, “Help me find a plotter in my building,” the HP Web Jetadmin helpdesk operator simply adds a filter criteria that searches for any Description containing the location criteria (for example, “St.
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These icons enable helpdesk staff to quickly find devices in need of attention. Groups with red or yellow arrows at the right-hand side indicate a subgroup in an error or warning state. Navigating into the group’s subgroup structure allows quick discovery of problematic devices. Finally, automatic groups can be distinguished from manual groups by observing the chain links on the right-hand side of the group. This indicates that an automatic group is bound by a filter.
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Online/Offline Remotely toggles the device to either an online or an offline state depending on which state the device is currently in. Reset Device This feature provides a way to remotely power-cycle a device. Other features Other features inside the Troubleshoot tab include a list of Recent Alerts generated by the device, a history of Recent Configurations of the device, and status on available Firmware Updates. Detailed Info Another tab found within HP Web Jetadmin device lists is Detailed Info.
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PROACTIVE MANAGEMENT While all previously discussed troubleshooting techniques involve reactively responding to a user call at the helpdesk, HP Web Jetadmin also includes various proactive techniques whereby issues can be solved before ever being reported by users. Status Status can be viewed for individual printers or groups of devices to determine the current state of each device. Many of the problems causing a warning or error state can be remotely solved before they are detected by end users.
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device. (NOTE: Hostname use is also possible.) When HP Web Jetadmin is launched in this way, the application loads with the device pre-selected in the All Devices list within HP Web Jetadmin. The URL linkage is generic enough to be used in any enterprise systems management application that can be configured, or “bridged,” into an application like HP Web Jetadmin. Other kinds of integrations are possible depending on the application.