HP Management Platform Synchronization Installation and Reference Manual

Introduction to MPS
11
1-3-1 Viewing and Updating Incidents in OVO
MPS is able to send every incident, which is reported to RSP, to the customer’s OVO system. This
includes all types of devices, which report their incidents directly to RSP, including all HP servers
and certain MV 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 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 RSP incident, the new incident status is also
updated in OVO. The most important incident status changes are the 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 (WFM), the WFM Case ID is appended
to the OVO message. This means that the customer’s IT support personnel can provide the WFM
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 WFM case in the ITRC,
provided that he has ITRC logon permissions to view this customer’s WFM 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 WFM 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 the Remote Support Pack 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.