Using the ISEE Client User Interface

This section includes the following tasks:

Starting the HP ISEE Client User Interface

You can view a Monitored Device’s outstanding open and closed incidents, the status of an incident, or a Monitored Device’s configuration from the HP ISEE Client UI. You can also give an HP Support engineer permission to execute a MAP on a Monitored Device with the HP ISEE Client UI.

Figure A-1 Starting the HP ISEE Client User Interface

To start the HP ISEE Client UI and view incidents, complete the following steps:

Open the HP ISEE Client UI in a browser:
http://<client_hostname>:5060/start.html
Where <client_hostname> is the fully qualified hostname of the Monitored Device.
Log in using your ISEE Client user name and password.
Select the incident you want to view.

Understanding HP ISEE Incident Status

There are five possible HP ISEE incident status levels:

SENT—The incident has been sent but not yet received by the HP Support Center (rarely seen).
RECEIVED—The incident has been received by the HP Support Center and is awaiting assignment to a Support engineer.
QUEUED—The incident has been routed to the appropriate HP Support engineer.
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. Also, you can use the Workflow ID to request incident information from the HP Support engineer or the HP IT Resource Center (ITRC).

To view incident status, select the incident. The incident view screen (Figure A-2 “Incident Status View”) appears.

Figure A-2 Incident Status View

Receiving a Message from an HP Support Engineer

By default, an e-mail message from an HP Support engineer (or the SPOP with an Advanced Configuration) is sent when:

An HP Support engineer requests permission to execute a MAP on an HP ISEE Monitored Device,
or
An HP Support engineer executes a MAP on your HP ISEE Monitored Device (reflecting the default security setting).

If your security setting does not allow the automatic execution of MAPs, select the URL in the HP Support engineer’s e-mail to start the HP ISEE Client UI. Acknowledge or decline the MAP request. Until the HP Support engineer receives your permission through your acknowledgement of the MAP request, no information or data is collected from your Monitored Device.




	NOTE: There may be a delay of up to five minutes before the URL is activated, please refresh your browser before contacting HP support.

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:

Open the e-mail from your HP Support engineer.
Click the URL within the e-mail. This opens HP ISEE Client UI in a browser with detailed incident information.
Enter your user name and password.
Select attention.
Select either YES or NO to accept or decline the MAP.

Reviewing or Changing Your Default Notification, Security, and Communication Values

You can change the information provided in the contact options window (Figure A-3 “HP ISEE Client User Interface Contact Configuration Options”). Optionally, you can configure the notification, security, and the communication default values by selecting the options in the left panel.

Figure A-3 HP ISEE Client User Interface Contact Configuration Options

To review or change ISEE default values, complete the following steps:

Select configuration options from the Welcome to HP Instant Support Enterprise Edition window after you have configured and submitted your required contact options.
Or, at a later time open a browser to the HP ISEE Client UI:
http://<client_hostname>:5060/start.html
Where <client_hostname> is the fully qualified hostname of the monitored system.

Select an option (that is, notification, security, or communication) from the Notification Options window (Figure A-4 “HP ISEE Client User Interface Configuration Options”).




	NOTE: 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.

Figure A-4 HP ISEE Client User Interface Configuration Options

Review the available options and change values, if necessary, to meet your enterprise needs.

The notification options enable you to receive e-mail notification for selected events.

The security options let you disable automatic execution of MAPs, require additional notification, or restrict access to files.

CAUTION: Changing ANY of the ISEE defaults in the security window will discontinue access and support for your ISEE Monitored Device(s). If you do change the security settings, the client will no longer be supported until the settings are returned to their default values.

Figure A-5 HP ISEE Client User Interface Configuration Options

The communication options let you change your HP ISEE connection options.

Using the ISEE Client User Interface

Technical documentation

» Table of Contents

» Index

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