8.4  Configuring Service Provider Notification

SEA can perform automatic notification to your service provider (such as Hewlett-Packard Services) with either SICL or PRS. Be aware that SICL and PRS notification are mutually exclusive.

8.4.1  Configuring SICL Notification

System Initiated Call Logging (SICL), also known as Automated Call Handling Services (ACHS), enables the SEA software to log service calls with a Hewlett-Packard Customer Support Center using DSNlink software. Before you enable SICL notification make sure that you have DSNlink installed.

Note


There are known DSNlink issues that may result in problems if you use DSNlink to provide SICL functionality and you connect to DSNlink via modem or X.25. For the best results, configure your DSNlink installation to use TCP/IP if your network supports it.


SICL notification is enabled and disabled from the command prompt. To enable SICL notification use one of the following commands:

wsea sicl on

desta sicl on

When you enable SICL, you will be prompted to specify an e-mail address where DSNlink will send a message indicating a call was logged. If SICL notification was previously enabled or if PRS notification is currently active, an error message displays.

To disable SICL notification, use the following command:

wsea sicl off

desta sicl off

Note


The enabling and disabling of SICL using DSNlink has changed from wsea sicl [on|off] to desta sicl [on|off]. Please use the desta syntax and update any scripts that refer to the wsea sicl command before this is completely phased out in a future release.


8.4.2  Configuring CSG Notification

The Proactive Remote Service (PRS) product contains support for a Customer Support Gateway (CSG), formerly known as a Qualified Service Access Point (QSAP). SEA can send notifications to a CSG to automatically log support calls with the Hewlett-Packard Customer Support Center. In order to use PRS, you will need to configure your site with a CSC and managed systems (refer to the PRS documentation for more information).

Before you can use PRS, you will need to enable communications with a CSG/QSAP node.

CSG/QSAP is enabled and disabled from the command prompt. Use the following command to enable it:

desta qsap on

When you enable CSG/QSAP, you will be prompted to specify the name of the Customer Service Gateway node (formerly the QSAP node) and the port QSAP listens on. The port number for CSG v4.5 and v5.0 is 2069; for v3.1 and v3.1B it is 8041. If PRS notification was previously enabled or if SICL notification is currently active, an error message displays.

To disable CSG/QSAP, use the following command:

desta qsap off

8.4.2.1  Event Log Settings

If your event log is completely full no more events can be logged and PRS will not be able to perform automatic notification. In order to ensure that the log does not fill, you should make sure the event log is set to automatically remove old events. Change the event log settings using the following procedure.

  1. Open the Start menu and select Programs > Administrative Tools (Common) > Event Viewer.
The Event Viewer opens.
  1. Select Log Settings from the Log pull-down menu.
The Event Log Settings dialog box opens (Figure 8–1).
Figure 8–1 Event Log Settings Dialog Box
figures/event_log_set.gif
  1. Select the Application Log using the drop-down list at the top of the dialog box.
  2. Use the following settings for the Application Log:
  1. Click the OK button to apply your changes.