Insight Remote Support Advanced for NonStop

NOTE: OSM automatically deletes failed delivery paths that have persisted for 10 days.
You can also delete them sooner, as described in “Remove Incident Report Delivery Paths for
Failed CMS or CMS to be Replaced” (page 20).
To confirm that a Periodic IR was successfully received by the HP support center, there will be
an auto-closed Genesis case for each successful path that was reported in that Periodic IR.
• An OSM event 1103 indicates that the IR failed to be delivered to WEBES, for one of two
reasons:
— “Incident report delivery path not configured” means that the NonStop system has not
been properly configured to be monitored by Insight Remote Support Advanced, as
described in NonStop-Specific Tasks.
— “Problem detected in the delivery path(s)” means that delivery failed on all configured
paths, as illustrated below:
2011-03-10 15:53:08 \BLOSM3.$Z00R *TANDEM.OSM.G06 001103
An Incident Report has failed to be sent to the Support Center for
IR id#: 1354, Reason: Problem detected in the delivery path(s).,
OSM Process: \BLOSM3.$ZCMOM
The event detail lists all of those paths on which delivery failed:
IR Delivery Path: Path Type Primary (1)
Connectivity Status Disconnected (2)
Delivery Status Unknown (0)
Path Info None (1)
Destination "https://16.107.145.183:7906/Wbem/WbemIndication?MEId=90eb11"
"372e9932cd012e9933522c0004... "
" "
IR Delivery Path: Path Type Backup (2)
Connectivity Status Disconnected (2)
Delivery Status Unknown (0)
Path Info None (1)
Destination "https://16.107.145.137:7906/Wbem/WbemIndication?MEId=90eb11"
"352dc8bd7a012dc8c22c9f0005... "
" "
In this scenario, an “Incident Report Delivery Failure – None Functional” alarm is created in
the OSM Service Connection. OSM generates an OSM event 1144 for this alarm (see example
below). OSM does not create a Problem IR for this alarm because OSM has detected that
there is no delivery path.
2011-03-10 15:53:27 \BLOSM3.$Z00R TANDEM.OSM.G06 001144
An Alarm has been created.Resource Name: System \BLOSM3, Probable
Cause: Connection Establishment Error, Specific Problem: Incident
Report Delivery Failure - None Functional, Perceived Severity: Major,
Alarm Creation Time: MAR 10, 2011 23:53:15 GMT, Problem IR Created:
Not Requested, Process Name: \BLOSM3.$ZCMOM
NOTE: OSM automatically deletes failed delivery paths that have persisted for 10 days.
You can also delete them sooner, as described in “Remove Incident Report Delivery Paths for
Failed CMS or CMS to be Replaced” (page 20).
Problem Incident Report Created
When a Problem Incident Report is created, OSM creates two events. The first is an OSM event
1100, “Problem Incident Report has been created,” which contains the unique ID# of the IR. The
event detail provides the name of the resource (within OSM) on which the problem occurred, the
type of problem, and the probable cause. The second is either event 1102 or 1103, depending
on the delivery outcome. The success or failure of the delivery and dial-out can be verified as
follows:
• An OSM event 1102 indicates that the Problem IR was delivered successfully from the NonStop
system to WEBES on the CMS and that an attempt was made to send it to the HP Support
Center. The event detail lists all paths that OSM tried, the last path listed being the one that
successfully delivered the Problem IR. (OSM always tries the primary path first – that being
24 Description of OSM Event and Data Flow