A.05.80 HP Insight Remote Support Advanced Operations Guide (October 2012)

Operations Guide
Chapter 1: Overview
Changing e-mail Notifications
Your primary CMS Administrator can receive email notifications for various event states if the
boxes are checked in the Settings tab. The event states are detailed below:
l Incident has been received at HP: Remote Support has transmitted an event from your
enterprise to the HP Support Center. The event has been received but not necessarily qualified
or processed by support.
l Incident has been escalated to HP workflow: HP Support has either automatically or manually
qualified the event as an actionable incident and the problem has been escalated for additional
support.
l Incident has been closed at HP: HP Support has either closed the event as non-actionable or
support has concluded for an actionable incident.
Enabling Systems for Remote Support
By default, eligible systems identified during HP SIM Discovery are added to the Remote Support
System List, which is accessible from the Entitlement tab. Systems discovered by HP SIM and
added to the Remote Support System List are then available for the Remote Support Entitlement
Check (RSEC) to determine their entitlement status. Unless you uncheck the Enable Remote
Support Systems upon Discovery check box, all further eligible discovered systems are then added
to the Remote Support System List.
Eligible Systems are identified in the Insight Remote Support Advanced Release Notes available at
http://www.hp.com/go/insightremoteadvanced-docs. Eligible systems are not necessarily entitled
to be monitored.
Note: Be advised that maintaining the default, which enables all eligible systems identified in
HP Discovery, means that ALL eligible systems will be enabled for Remote Support upon
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