HP TechPulse Incident Integration

Back to top

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 Management with TechPulse (henceforth Proactive Management), IT can provide a more proactive Help Desk service to end-users. Specifically, Proactive Management monitors and detects failed or about to fail conditions. If any action is required, Proactive Management will automatically generate an incident (i.e. system generated incidents), ensuring that all issues are systematically logged. Proactive Management also automatically closes some of the system generated incidents if they are no longer valid after some time.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 Management.

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 Management 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 Management 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 Management 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 Management:

  • 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 Management 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 Management. 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 Management 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 Management 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 Management 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 Management.
  • If the user tied to the device has been removed from Proactive Management.

Incident Settings

Proactive Management 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 Management 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 Management portal’s Preferences page.