The HP Services analysis tools, Web-Based Enterprise Services (WEBES), and Open Service Event Manager (OSEM), generate service notifications to HP Systems Insight Manager (HP SIM) through a specific SNMP trap type if analysis has determined there are serviceable events.
This capability is supported in WEBES v4.4.1 or greater and OSEM v1.3 or greater, and has been part of HP SIM because version 4.0.
To download these tools and for installation instructions, go to: http://h18023.www1.hp.com/support/svctools/.
OSEM can also be obtained from the Smart Start Management CD beginning with version 7.2.
If Instant Support Enterprise Edition (ISEE) is installed, the service notification provided by WEBES and OSEM also provide status about the remote support incident.
To download ISEE and for additional information, go to http://h20219.www2.hp.com/services/cache/10709-0-0-225-121.aspx.
Configuration and Setup
No special setup is required in HP SIM for the service notification to function properly because the Service Management Information Base (MIB) is part of the HP SIM kit and is compiled as part of the normal installation.
No special setup of WEBES or OSEM is required as long as these tools are on the same system as HP SIM because the service traps are normally sent to localhost by default. If WEBES or OSEM are on a separate system from HP SIM, then you must perform the procedure outlined in the OSEM Installation Guide, section How to Change the HP SIM Host Name. In the case of WEBES, enter desta snmp from the operating system command line. You are prompted for the system to send the service traps to and must enter the HP SIM system name regardless of whether WEBES and HP SIM are on the same system.
HP SIM Handling of Service Trap Notifications
Upon receipt of service trap notifications from WEBES or OSEM, HP SIM handles them in much the same way as any other management events.
There are several ways to view these events. One way is to view them under All Events as this is always done by default. Another way is to view them under event collections using the Advanced Search capability. For HP SIM 4.x, you must use Advanced Search and complete the following: Search for events where event category selection name is HP Service Events and type name is any. In HP SIM 5.0, this is done by default with the All HP Service Events located under Events Shared All HP Service Events in the Systems and Events panel panel. On the event table view page, the Event Type is shown as A Service Incident has been reported. The System Name and Event Time refer to the failing system or subsystem and time the error was reported. The Severity is shown as Major because the service notification is only sent if analysis has determined that a maintenance action should be performed and because the service trap contains information in addition to what can be found in the original events such as SNMP traps sent by Insight Management Agents.
Service Trap Notification Details
To view details about the service notification from the event table view page, select the A Service Incident has been reported you are interested in under Event Type in the table to view the service trap itself.
The service trap consists of several types of information:
Basic trap information, such as event identification, status, and description
Source information identifying the attributes of the failing system and time of error
URL link to WEBES or OSEM event analysis, which opens the WEBES or OSEM Event Viewer, providing detailed analysis and troubleshooting information specific to the event
URL link to ISEE Client and provides call status for the particular event
Recommended action that provides information on the service action to perform to correct the problem and might include information such as failing location, system identification, and parts callout
URL link to customer self-repair procedure, if available, and provides written instructions and videos to help you perform the recommended action.
Note: This is only available in the Service MIB that ships with HP SIM 5.0 or greater and for service traps sent by OSEM 1.3.6 or WEBES 4.4.1.
Service Trap and MIB Type Information
HP SIM 5.0 ships with a newer version of the Service MIB to support enhanced service traps sent by OSEM 1.3.6 and WEBES 4.4.1. OSEM 1.3.6 must be configured to generate the new trap type by going to Internal settings for OSEM: HP SIM trap revision. WEBES 4.4.1 sends the new trap by default. The new MIB can be compiled into older versions of HP SIM 4.x and will recognize both the old and new versions of service traps. To obtain the latest service MIB, go to: http://h18023.www1.hp.com/support/svctools/ and select download service MIB located under WEBES or OSEM. To register the new service MIB with HP SIM, perform the following procedure on the system running HP SIM.
Open an MS-DOS window or UNIX shell.
Change to the directory containing the MIBs.
For Windows:
c:\program files\hp\systems insight manager\mibs
Run mxmib -d cpqservice.mib to unregister the old service MIB.
Delete the old cpqservice.mib and cpqservice.cfg.
Copy the new cpqservice.mib to the mibs directory.
Run mcompile cpqservice.mib to compile the new service MIB into the .cfg format.
Run mxmib -a cpqservice.cfg to register the new service MIB.
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