HP Developers Portal | HP TechPulse Incident Integration

In traditional environments, end-users escalate issues to the Help Desk for resolution. This kind of support model is common but reactive in nature. With HP Device as a Service Proactive Insights with TechPulse (henceforth Proactive Insights), IT can provide a more proactive Help Desk service to end-users. Specifically, Proactive Insights monitors and detects failed or about to fail conditions. If any action is required, Proactive Insights will automatically generate an incident (i.e. system generated incidents), ensuring that all issues are systematically logged. Proactive Insights also automatically closes some of the system generated incidents if they are no longer valid after some time.

The following is the list of system generated incidents from Proactive Insights.

Incident	Incident Description
HP technology entitlement expiration	An incident is triggered when HP technology entitlement is scheduled to expire in a month.
HP TechPulse Incident Integration	An incident Is triggered if a connection issue has been detected with the HP TechPulse Incident Integration service resulting in a loss of transfer of incidents between HP DaaS Proactive Insights and ServiceNow.An incident Is triggered if a connection issue has been detected with the HP TechPulse Incident Integration service resulting in a loss of transfer of incidents between HP DaaS Proactive Insights and ServiceNow.
Battery missing	An incident is triggered when the battery is missing.
Battery replacement	An incident is triggered when the battery needs replacement.
Blue screen errors	An incident is triggered when a blue screen error occurs.
Unexpected OS crashes	An incident is triggered when the device crashes and reboots.
Disk component changes	An incident is triggered when a new disk is added, an existing disk is removed, or if the disk size and/or disk vendor changes.
Disk smart event failure	An incident is triggered when a disk smart event failure occurs.
Disk storage full	An incident is triggered when disk storage is full.
Disk replacement	An incident is triggered when a disk needs replacement.
High CPU utilization	An incident is triggered when a device has high CPU utilization.
High memory utilization	An incident is triggered when a device has high memory utilization.
Thermal grading	An incident is triggered when the system is running hotter than normal, especially for a given HP model, and may require hardware maintenance.
Memory changes	An incident is triggered when memory changes.
Non-reporting devices	An incident is triggered when a device has not connected to Proactive Insights in the last thirty days.
Security Antivirus disabled	An incident is triggered when antivirus security is either not detected or disabled.
Security Firewall disabled	An incident is triggered when the firewall is disabled.
Software Catalog Compliance	An incident is triggered when the required software application deployed using HP DaaS enterprise modern management to a device is not found on the device
Company-wide blue screen errors	A company-wide blue screen error incident highlights the number of devices within a company being impacted by a specific blue screen error as opposed to a blue screen error incident per device..

Proactive Insights:

Groups the system generated incidents into various Type and Subtype’s for easier categorization.
Assign’s a default Priority to all incidents based on business impact and allows changing the priority of the incidents.
Allows changing the Status of incidents.
Allows assignment of incidents to other Proactive Insights users for further action.
Assigns a Problem Code to all system generated incidents. Problem codes are used for internal identification purposes at HP.

The following is the list of system generated incidents by various type, subtype, along with their default priority and problem codes in Proactive Insights. Problem codes are used for internal identification purposes at HP.

Incident	Type	Subtype	Default Priority	Problem Codes
HP technology entitlement expiration	Account	Licensing	High	1004
HP TechPulse Incident Integration	Account	HP TechPulse Incident Integration	High	1005
Battery missing	Hardware Health	Battery Not Detected	Critical	461
Battery replacement	Hardware Health	Battery Predictive Failure	Critical	938
Blue screen errors	OS Health	OS BSOD	Critical.	505
Unexpected OS crashes	OS Health	OS Unexpected Crash/Reboot	If device type = Notebook then Critical, else Medium.	838
Disk component changes	Hardware Change	HDD	Medium	981, 982, 983, 480
Disk smart event failure	Hardware Health	HDD SMART Event Failure	Critical	666
Disk storage full	Hardware Health	HDD Storage Capacity Full	If disk free storage is less than or equal to 3 GB, then it’s Critical. If disk size is greater than 64 GB and disk free storage is less than 5% of disk size or if disk size is less than or equal to 64 GB and disk free storage is less than or equal to 10% of disk size then it’s Medium.	354
Disk replacement	Hardware Health	HDD Predictive Failure	Critical	940
High CPU utilization	OS Health	CPU High Utilization	Medium	879
High memory utilization	OS Health	Memory High Utilization	Medium	907
Thermal grading	System Error - Thermal	System Error - Thermal	Critical	928
Memory changes	Hardware Change	Memory	Medium	449
Non-reporting devices	Security	Heartbeat Failure	High	678
Security Antivirus disabled	Security	Antivirus	High	985
Security Firewall disabled	Security	Firewall	High	985
Software Catalog Compliance	Software Health	Required Apps Not Installed	High	660
Company-wide blue screen errors	OS Health	Company OS BSOD	Low or Critical (based on thresholds)	1006

Incident Settings and Rules

Incident Auto-closure

Proactive Insights creates generated incidents based on advanced data processing techniques from the data collected from the device, and these incidents are regarded as system generated incidents. Some of these incidents are automatically closed at a subsequent time if the incident is no longer valid. The following describes the incidents by auto-closure method.

Incident	Incident Description	Auto-closure
HP technology entitlement expiration	An incident is triggered when HP technology entitlement is scheduled to expire in a month.	Yes
HP TechPulse Incident Integration	An incident Is triggered if a connection issue has been detected with the HP TechPulse Incident Integration service resulting in a loss of transfer of incidents between HP DaaS Proactive Insights and ServiceNow.	Yes
Battery missing	An incident is triggered when the battery is missing.	Yes
Battery replacement	An incident is triggered when the battery needs replacement.	Yes
Blue screen errors	An incident is triggered when a blue screen error occurs.	No
Unexpected OS crashes	An incident is triggered when the device crashes and reboots.	No
Disk component changes	An incident is triggered when a new disk is added, an existing disk is removed, or if the disk size and/or disk vendor changes.	No
Disk smart event failure	An incident is triggered when a disk smart event failure occurs.	Yes
Disk storage full	An incident is triggered when disk storage is full.	No
Disk replacement	An incident is triggered when a disk needs replacement.	Yes
High CPU utilization	An incident is triggered when a device has high CPU utilization.	Yes
High memory utilization	An incident is triggered when a device has high memory utilization.	Yes
Thermal grading	An incident is triggered when the system is running hotter than normal, especially for a given HP model, and may require hardware maintenance.	Yes
Memory changes	An incident is triggered when memory changes.	No
Non-reporting devices	An incident is triggered when a device has not connected to Proactive Insights in the last thirty days.	Yes
Security Antivirus disabled	An incident is triggered when antivirus security is either not detected or disabled.	Yes
Security Firewall disabled	An incident is triggered when the firewall is disabled.	Yes
Software Catalog Compliance	An incident is triggered when the required software application deployed using HP DaaS enterprise modern management to a device is not found on the device.	Yes
Company-wide blue screen errors	A company-wide blue screen error incident highlights the number of devices within a company being impacted by a specific blue screen error as opposed to a blue screen error incident per device.	Yes

Incident Rules

Incidents are automatically dismissed for a device:

If the device has not been seen for last ninety days.
If the device is unenrolled from Proactive Insights.
If the user tied to the device has been removed from Proactive Insights.

Incident Settings

Proactive Insights provides an option to turn on and off incidents from being created. If a specific incident (i.e. incident type/subtype) is turned off, Proactive Insights will not generate any new incident, auto-update and/or auto-close incidents and hide all existing incidents for the type/subtype that is turned off. The ability to turn on/off incidents is provided in the Proactive Insights portal’s Preferences page.