10.4 Sending Notifications to HP Services
In addition to notifying you, SEA can automatically send securely-transmitted problem reports to HP Services. There are three available service offerings that can perform this function, and they are mutually exclusive:
- 10.4.1 System Initiated Call Logging
- 10.4.2 Proactive Remote Service
- 10.4.3 Instant Support Enterprise Edition
SEA does not send "INFO" notifications to your service provider even if you have one of the service provider notification options enabled (see Section 10.2 Service Events vs. Info Events).
10.4.1 System Initiated Call Logging
System Initiated Call Logging (SICL) uses HP DSNLink software to securely transmit problem reports to HP Services. You must have DSNLink installed on the same system as SEA before you can enable SICL notifications.
The desta sicl [on | off] command (see Chapter 3) enables or disables SICL notifications.
The SICL command has changed from wsea sicl to desta sicl. Start using the desta syntax, and update any scripts that use the wsea syntax, because the wsea syntax will be removed in a future release.
When you enable SICL, SEA prompts for an email address so that DSNLink can notify you whenever it logs a call.
TCP/IP Network Connection Preferred—Known DSNLink issues may occur if the DSNLink system connects to the network via modem or X.25. For best SICL results, configure DSNLink to use TCP/IP if your network supports it.
ACHS—Some people also refer to SICL as Automated Call Handling Services (ACHS), although ACHS more correctly refers to the back-end, receiving systems that handle incoming SICL problem reports at HP.
10.4.2 Proactive Remote Service
Proactive Remote Service (PRS) does not require that its own software be installed on the same system as SEA. Instead, PRS gets installed on a designated customer service gateway or CSG. SEA sends problem reports to the customer service gateway for forwarding on to HP. You must have a customer service gateway configured before you can enable PRS notifications. See the PRS documentation for details.
QSAP—The customer service gateway was formerly known as the Qualified Service Access Point (QSAP).
The desta qsap [on | off] command (see Chapter 3) enables or disables PRS notifications.
When you enable PRS, SEA prompts for the customer service gateway address and the port number that it listens on:
10.4.3 Instant Support Enterprise Edition
HP ISEE automates remote support over the Internet by using electronic notifications similar to those from SICL or PRS. ISEE service providers can use remote diagnostic scripts to analyze supported systems and devices.
For ISEE automatic reports, you must install ISEE Client A.03.50 or later on the same system as SEA. See the ISEE documentation for details.
The desta isee [on | off] command (see Chapter 3) enables or disables ISEE notifications.