Insight Remote Support 7.0.9 Security White Paper

Note: The RSDC servers support Global Server Load Balancing (GSLB) and Site-to-Site failover, but have not

implemented Zone-to-Zone failover.

Figure 3: Event Data Flow at HP

Create

Workflow

Case?

Incoming

Event

Data

Yes

Event Data

Processing &

Filtering

Data

Orchestration

Close Event

Event

Application

Workflow

Support

Automation

Onsite Business Logic Infrastructure Corporate DB’s

HP Support

Center DB

HP Support Center

Data Orchestration

When Insight Remote Support event data is received at HP, the first step is to determine the type of data coming in and

route it to the correct parsing engine. Event data is forwarded to the event processing engine and collection data is

forwarded to the collection processing engine.

Event Processing

Every device monitored by Insight Remote Support is assigned a unique identifier call a Global Device Identifier (GDID). The

event processing looks at the GDID in the event to determine if there is a record for this device in the Application Database.

Event processing will also parse the data so it can be analyzed.

Event Filtering

Event Filtering uses smart analytics to determine whether or not an event requires action by HP. This is done by comparing

the event to a rules engine to determine if the event meets all of the requirements necessary to open a service request.

Entitlement

If an event passes the initial event filtering process, it will go through entitlement analysis (denoted by the ‘Create

Workflow Case?’ decision box above). Entitlement analysis checks the device entitlement parameters (serial number,

model number, contract identifier) against the HP entitlement database to determine the appropriate Service Level

Agreement (SLA) for the device. If a valid entitlement is found, the event is forwarded to Event Correlation. If no valid

entitlement is found, the event is closed with a status of no entitlement.

Event Correlation

Once an event is entitled, it goes through one final correlation check. All currently open service requests for this device are

checked to determine if the event matches the description of an open service request. If no match is found, a new service

request is opened in the workflow system and routed to the appropriate support team for resolution. If a match is found,

the event is marked as a duplicate event and correlated with the open workflow case.