A.05.80 HP Management Platform Synchronization Installation and Reference Manual (July 2012, 5900-0894)

Introduction to MPS
11
1-3-1 Viewing and Updating Incidents in OVO
MPS is able to send every incident, which is reported to HP Insight Remote Support Advanced, to
the customer’s OVO system. This includes all types of devices, which report their incidents directly
to Insight Remote Support Advanced, including all HP servers and certain multi-vendor server
types, many network devices, storage and Storage Area Network (SAN) devices and others. This
MPS feature ensures that the customer’s IT support personnel can view all incidents that are
reported to HP through Insight Remote Support Advanced in their OVO Message Browser tool,
including incidents for devices in OVO where no OVO agent template has been deployed or cannot
be deployed
New events will cause a message to be displayed in OpenView Operations.
Whenever there is a change in the status of an Insight Remote Support Advanced incident, the new
incident status is also updated in OVO. The most important incident status changes are the
automatic creation and assignment of a case (ticket) in HP’s service workflow and the closure of the
incident once the case is completed. When a case is opened in HP’s workflow management tool,
the Case ID is appended to the OVO message. This means that the customer’s IT support
personnel can provide the Case ID whenever they want to communicate with HP.
Figure 1-3 Viewing Incidents in OVO
OVO
Mgmt
Station
CMS
HP Service
Process
MPS
(opt) Ticket
System
(OVSD,
Remedy,
Clarify,
Peregrine)
In the annotations, MPS also provides a direct web link (an URL) to the incident in the IT Resource
Center (ITRC). The user can click on this URL on his console to open the support case in the ITRC,
provided that he has ITRC logon permissions to view this customer’s case details. This means that
the customer’s IT support personnel do not have to contact HP to request more details about the
resolution process for the support case.
As MPS maintains the OVO message ID in OVO for the duration of the incident, it is also possible to
report and update these incidents in various call handling ticket systems, which the customer has
connected to OVO, such as OpenView Service Desk (OVSD), Peregrine, or Remedy.
To detect hardware incidents the monitored device has a diagnostic package running. All these
services or demons run silently in the background, they are supplied by the manufacturer and
shipped with the initial system software. Whenever an incident occurs, this basic diagnostic provides
the related information to HP Insight Remote Support Advanced on the CMS. The diagnostic
package sends these events using the SNMP or WBEM message standard. MPS does not receive
these types of events through OVO.