HP Instant Support Enterprise Edition Imaged HP-UX Client Configuration Guide Manufacturing Part Number: 5991-7658 February 2007 A.03.95 © Copyright 2006 Hewlett-Packard Development Company, L.P.
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1 Enabling and Configuring Instant Support Enterprise Edition Conventions The typeface conventions used within this document follow: Body Text: NewCenturySchlbk 10 pt is used as the main body text in this document. Emphasis: Italicized NewCenturySchlbk 10 pt is used to indicate words that are emphasized and document_names. Italics: Italicized Courier New 10 pt is used to indicate and [Soft Buttons].
Enabling and Configuring Instant Support Enterprise Edition Introduction to Instant Support Enterprise Edition For ISEE on Servers using HP-UX 11i v3 & Later: • The ISEE Client software will be available after March, 2007. • The ISEE Client software is NOT included in the HP-UX AR/OE (shipping January, 2007), and is not pre-installed on servers. • The ISEE Client software can be manually installed, when it becomes available, by following the instructions in “Installing HP-UX Clients” on page 15.
Enabling and Configuring Instant Support Enterprise Edition Introduction to Instant Support Enterprise Edition Figure 1-1 HP ISEE Client User Interface Informational Window 4. Enter your contact information in the appropriate fields (see Figure 3-2 through Figure 3-3). Asterisks indicate required fields. Failure to provide complete and accurate contact and company information jeopardizes HP’s ability to identify, diagnose, and repair hardware problems.
Enabling and Configuring Instant Support Enterprise Edition Introduction to Instant Support Enterprise Edition Figure 1-3 HP ISEE Client User Interface Company Information Configuration Screens If a Web proxy server is part of your environment, verify that your Web proxy server information is entered correctly in the System Information section (for example, .com:80). Inaccurate Web proxy server or firewall configuration information will prevent HP ISEE from operating correctly.
Enabling and Configuring Instant Support Enterprise Edition Introduction to Instant Support Enterprise Edition 8. Scroll down to the Entitlement Information section (Figure 1-6) and select a radio button either Serial Number with Product number and/or Contract Identifier and Type. For most servers, the Serial and Product numbers will be automatically populated. • A customer whose host is covered by warranty should leave the Contract ID field blank.
Enabling and Configuring Instant Support Enterprise Edition Introduction to Instant Support Enterprise Edition Figure 1-8 Entitlement Verification 12. Click [Yes] on the pop up to close the browser window. Figure 1-9 Close Window Dialog Box 13. Log back into the ISEE Client User Interface, as described in Step One. The welcome to hp instant support enterprise edition screen (see Figure 1-10) displays open incidents.
Enabling and Configuring Instant Support Enterprise Edition Introduction to Instant Support Enterprise Edition Step D: Scheduling System Collections To configure and enable new ISEE system collections, or to modify existing collection schedules on your HP-UX Monitored Device: 1. Set your collection schedule by entering the command: /opt/hpservices/contrib/SysInfo/bin/setSysInfoCronEntry.sh -i 2.
Enabling and Configuring Instant Support Enterprise Edition Introduction to Instant Support Enterprise Edition 10 Chapter 1
A Using the ISEE Client Software Using the ISEE Client User Interface This section includes the following tasks: • “Starting the HP ISEE Client User Interface” • “Understanding HP ISEE Incident Status” • “Receiving a Message from an HP Support Engineer” • “Acknowledging MAPs for an Open HP ISEE Incident” • “Reviewing or Changing Your Default Notification, Security, and Communication Values” Starting the HP ISEE Client User Interface You can view a Monitored Device’s outstanding open and closed inc
Using the ISEE Client Software Using the ISEE Client User Interface • ASSIGNED—The incident was assigned to a specific HP Support engineer who is working on the incident. • CLOSED—The incident was resolved and closed by the HP Support engineer. If your HP Support engineer determines that a diagnostic MAP is required to resolve an incident, you will receive an e-mail (default configuration setting) describing the necessary action.
Using the ISEE Client Software Using the ISEE Client User Interface Acknowledging MAPs for an Open HP ISEE Incident NOTE If you have not changed the default HP ISEE security configuration, you do not need to acknowledge MAPs because they are executed automatically. Complete the following steps to acknowledge a MAP: 1. Open the e-mail from your HP Support engineer. 2. Click the URL within the e-mail. This opens HP ISEE Client UI in a browser with detailed incident information. 3.
Using the ISEE Client Software Using the ISEE Client User Interface NOTE Figure A-4 The option Support Analyst is assigned to the incident is not available for the Advanced Configuration Monitored Devices. If you select this option, no notification is sent when an analyst is assigned. HP ISEE Client User Interface Configuration Options 3. Review the available options and change values, if necessary, to meet your enterprise needs.
B Installing HP-UX ISEE Client Software Installing HP-UX Clients The ISEE HP-UX client was pre-installed on your device. If you choose to activate it, follow the instructions given in Chapter 1, “Enabling and Configuring Instant Support Enterprise Edition,” on page 3. If you chose not to enable the ISEE Client, but would now like to install and configure it, follow the instructions continue with the following section.
Installing HP-UX ISEE Client Software Installing HP-UX Clients 2. Click the Instant Support Enterprise Edition (ISEE) link on the Software Depot home page. NOTE If you cannot find the Instant Support Enterprise Edition (ISEE) link, search for the term Instant Support Enterprise Edition using the Search feature on the Software Depot Website. 3. Click [Receive for Free] next to the Instant Support Enterprise Edition (ISEE) listing. The registration page appears. 4.
Installing HP-UX ISEE Client Software Troubleshooting the HP-UX Client Installation /usr/sbin/swinstall -s /var/depots/ISEEPlatform_A.03.95_HP-UX_00B.11.22.IA.depot ISEEPlatform 3. Check the Software Distributor logs for errors after installing HP ISEE. If necessary, take corrective action. Install Step 5: Configuring the ISEE Client Software The configuration steps after an installation are the same as configuring after the client is enabled.
Installing HP-UX ISEE Client Software Troubleshooting the HP-UX Client Installation If the swremove process is successful, a message appears confirming the removal of the software. Check your log files to verify that there are no errors. If the swremove does not complete successfully, consult the resulting logfile. It may indicate that there are ISEE Platform dependencies that prevented success.
