HP Insight Online Software User Manual
HP Insight Online
User's Guide
Document Release Date: June 2014
Software Release Date: June 2014
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© Copyright 2014 Hewlett-Packard Development Company, L.P.
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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 11
The All devices view 11
Types of objects in the All devices view 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 device groups 21
Roles and administrator types 23
Chapter 4: Reports and messages 26
Reports 26
Message log 26
Chapter 5: Service Credits 28
Overview 28
Administrator and member roles 29
My Service Credits 30
My services 30
My orders 31
Shop HP services 31
Chapter 6: HP Authorized Channel Partners 33
Overview 33
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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 8: Support and other resources 51
Contacting HP 51
HP Authorized Channel Partners 51
Documentation feedback 51
Related information 51
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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.
l Contracts and warranties associated with your HP Passport ID, or shared with you by other users.
l Service credits, which allows you to view Proactive Service Credits you have purchased, and HP
Proactive Select Services exchanged and available for exchange for those credits.
These features are available for your managed devices, which are devices that typically have a
management protocol such as SNMP or WBEM installed. Managed devices include:
l 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 HP through an HP
Insight Remote Support (RS) centralized Hosting Device in your local environment.
l ProLiant Gen8 servers registered for remote support using the direct connect method. This method is
available using HP iLO Management Engine 4 1.40 or later, or Intelligent Provisioning 1.60 or later.
l BladeSystem c-Class enclosures registered for remote support using the direct connect method. This
method is available using the Onboard Administrator (OA) 4.11 or later.
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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.
l For devices that use the direct connect method, 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 HP Authorized Channel Partners. See Complete direct connect device registration.
Detailed information about setting up these devices is available in 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).
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 can simply sign in to Insight Online using your HP
Passport ID and see the devices.
To create the link to your devices, sign in to Insight Online through the HP Support Center
(http://www.hp.com/go/hpsc), using your HP Passport ID and password as shown in the figures below:
Figure 2.1 Sign in to the HP Support Center
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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. The Dashboard appears.
2. Click on the Complete Registration link in the Devices section:
Figure 2.3 Complete registration from the Dashboard
3. The Complete device registration page appears. Select one or more devices, then click Next. You
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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.
n If support is provided by an HP Authorized Channel Partner, enter the partner location ID for an HP
Authorized Service Partner or HP Authorized Reseller.
Click Check ID to verify that the correct partner is selected.
6. Select the Optimize my IT environment check box to allow HP or an HP Authorized Channel
Partner to contact you about optimizing your HP environment. 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.
7. Click Next. The Validate and Submit page appears.
8. Click Complete Registration.
If you select more than fifteen devices:
l 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
l You will be 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.
l 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.
The email notifications contain summary status information and a link to your message log which
contains more details.
If you select fifteen or fewer devices:
l 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. See HP Authorized Channel Partners for more information.
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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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. Select Edit service information from the Dashboard or Devices, to reach the page:
Figure 2.5 Edit service information from the Dashboard
Then complete the following steps:
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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. Edit site, primary and secondary service information and support contact
information. Select an HP Authorized Channel partner. You can select HP or if you select a different
partner, provide that partner's location ID. Select to optimize your IT environment. That is, consent or
do not consent to having HP or an HP Authorized Channel Partner contact you about optimizing your
environment. Select this option if you plan to have an HP 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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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.) The All devices view is a mixed view, containing:
l Device groups shared with you by other users (All devices view, device groups). These device groups
may be top-level groups, child groups, or lowest-level groups, in the environment of the user who
shared the group with you.
l Second-level (child) device groups you created.
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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. Solutions
4. Incompletely registered devices
5. Critical devices
6. Normal devices
7. Manually added devices
By default these are sorted by status. From the View drop-down menu you can sort by name, and filter by
device type (critical, normal, non-remote), problem (monitoring, collections), and overdue communication.
Types of objects in the All devices view
The All devices view contains three types of object: device groups, solutions and devices.
Figure 3.3 Device group, solution, devices
Device groups
A device group is a container that you create or that another user has shared with you. Each device group
displays the following:
Table 3.1 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.
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Chapter 3: Manage your devices
Icon or text Meaning
Green square
Orange exclamation point
Device total Number of devices in the device group.
Group total Number of child groups in the device group. For device groups
Hover your mouse 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. Click on a
summary to view details. Click on a device group to see devices and child device groups within it.
You can create two levels of device groups below your default device group. 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.
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.
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 on a solution:
The resulting screen displays the devices in the solution, similar to a device group:
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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 3.6 Hover over solution
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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.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 on the device in the first row to view the details of the device.
Figure 3.7 Solution as device
The device details are similar to those of any other device:
Figure 3.8 Solution as device details
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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. In both cases the Insight RS hosting device:
l Will appear in the device view as a normal device, named "Insight RS host"
l Can be added to child device groups
l Is part of the device count, both overall and within device groups
When the Insight RS hosting device is 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.
When the Insight RS hosting device is a physical server, the device type and model of the physical server
are displayed.
For individual devices, the view displays the following:
Table 3.2 Icons and text in individual devices
Icon or text Meaning
Incomplete A device was registered using the direct connect method, and its
registration must be completed. Click on the device to complete
its registration. Devices with incomplete registrations will remain
in your default device group, or in default device groups shared
with you by other users. Once you or another authorized user has
completed its registration you can move the device to a child
group.
Orange exclamation point
Device has a remote support issue.
Green square with check
Red circle with X.
Device has normal service event status.
Device has a critical service event.
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