Clarifying VMware operating system support with HP Insight Remote Support (July 2011, 5900-1616)

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VMware managed systems do not require manual
configuration of serial & product numbers
When a VMware Guest is discovered, the VMware serial number and product number is identified. This
serial number is unique for each Guest and is sufficient along with other sourced attributes to allow it to
be recognized uniquely and thereby registered at the HP Datacenter. Although the VMware Guest is
discovered, it will not become a monitored endpoint device as that is not supported today.
The underlying VMware physical host can become a monitored endpoint device. The serial number and
product number of the VMware physical host is obtained from the Insight Management Agents/WBEM
Providers and are used to determine the correct level of contractual response from HP. There is no need to
manually update this information in the HP Insight Remote Support interfaces, based on anything inherent
to VMware.
Sending test events in VMware environments
There are some unique challenges sending test events in virtual environments such as from VMware
servers’ physical hosts running ESXi or VM Guests running either ESXi or ESX.
Referring to Figure 1, the user can invoke a test event through a command line or user interface, which is
indicated by the red arrows.
Notice, in the case of the VMware ESXi servers the ability to send a test event from the physical host is
not possible since the VMware ESXi hypervisor is embedded and therefore the console is not available to
the user. In comparison, the VMware ESX and other operating systems do provide the user with access. In
addition, VM Guests by default are not enabled as remote support devices. Two challenges arising from
this are:
Sending a management test indication from an ESXi server physical host is not possible. Only physical
events due to actual hardware status changes will prompt WBEM indications to be sent.
Sending a WEBES SEA test event from the VM Guest CMS is not possible unless system properties are
manipulated. Since VM Guests aren’t eligible, entitled or enabled for remote support the user will have to
manipulate the guest attribute for model and/or system subtype and change it to ProLiant; this is usually
the only attribute that requires change but also ensure that a supported version of Windows operating
system is displayed as well.
VMware Host and Guest devices generally do not require manipulation of system properties and the user
is advised against manipulating this information. This should only be done for testing and troubleshooting
purposes using temporary modifications; the user should record the original value(s) and restore them
after the procedure has been performed.