A.05.80 HP Insight Remote Support Advanced Managed Systems Configuration Guide (June 2013)

Managed Systems Configuration Guide
Chapter 16: Enterprise Virtual Array Configuration
Enabling User-Initiated Service Mode in
Command View EVA 9.3
User-Initiated Service Mode (UISM) is new to Command View EVA 9.3 and requires WEBES 6.1, which
comes with Insight Remote Support version A.05.50.
UISM provides a means of allowing Remote Support Diagnostic Service incidents to be suppressed or
revealed only to the client, while allowing the Remote Support Diagnostic Technology to continue to
monitor the device by writing a ‘User Initiated Service Event’ into the Device log. Using UISM will reduce
the number of non-actionable events that are created when you are installing software or performing
maintenance.
UISM is enabled through Command View EVA. UISM will automatically transition back to normal mode
after an adjustable time delay expires or by manually disabling the mode. Two new Command View EVA
management events will be created when UISM is enabled. The first will indicate the beginning of UISM
and will contain a timeout value in minutes within the event description. The second will indicate the end of
UISM.
Being in this mode has no effect on the functionality of Command View EVA or event handling within
Command View EVA. This mode is solely for the benefit of external support tools, such as Insight Remote
Support.
Use the following procedure to enable User-Initiated Service Mode:
1. Open Command View EVA, and select a device in the left menu tree.
2. On the System Options page, under the Service heading, select Configure User-Initiated Service
Mode (UISM).
3. On the Configure User Initiated Service Mode page, enter a reason for the USIM in the Reason text
area.
4. Modify the duration if the 30 minute default if necessary.
5. Click Start service mode.
6. In the pop-up window, click Start Service Mode to confirm that you want to enter USIM. The
Configure User Initiated Service Mode page will be updated to show that USIM is active, the Mode
will have changed, and the time left in the USIM will be displayed.
7. If you want to exit USIM before the duration has expired, you can click Stop service mode.
Performing a Remote Service Test in Command
View EVA 9.3
The Remote Service Test is new to Command View EVA 9.3 and requires WEBES 6.1, which comes with
Insight Remote Support version A.05.50.
The Remote Service Test provides a method to confirm a successful remote support setup and to
troubleshoot software communications problems. When a Remote Service Test is performed, WEBES
will receive the event and pass it on to HP. HP will then send the event back to the user. This provides an
end-to-end test that can be used test or troubleshoot the remote support software communication path.
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