HP TechPulse Incident Integration

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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 Proactive Management also automatically closes some of the system generated incidents if they are no longer valid after some time.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

 

 

 

Incidents

HP technology entitlement expiration

A HP technology entitlement expiration incident:

  • Is triggered if the Proactive Management entitlement is set to expire within a month.
  • Is automatically closed upon the renewal of the Proactive Management entitlement.

 

HP TechPulse Incident Integration

A HP TechPulse Incident Integration 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.
  • Is automatically closed is the connection issue is resolved automatically.

 

Battery missing

A battery missing incident:

  • Is triggered when a battery that was previously detected is not detected or missing.
  • Is available for both HP notebooks on Microsoft Windows operating system.
  • Is automatically closed when the battery is detected again.

 

Battery replacement

A battery replacement incident for devices on Microsoft Windows operating system:

  • Is triggered for a given device, if a battery has already failed or will either fail or cause a poor user experience within the next thirty days.
  • Is only triggered for HP notebooks that have a battery, and it is based on proprietary HP battery technology.
  • Is automatically closed if the battery returns to a non-failed state.
  • Provides information on battery serial number, battery warranty status and CT Number.

A battery replacement incident for devices on Android operating system:

  • Leverages Android API’s to indicate the health of the battery. For devices on Android operating system, the health is categorized as (according to Android APIs):
    • Dead. Battery is dead.
    • Unspecified Failure. Battery is experiencing one ore multiple unspecified failures.
    • Cold. Battery is cold.
    • Overheat. Battery is overheating.
    • Over Voltage.  Battery has a voltage above the design specs.
    • Good. Battery is functioning normally.
    • N/A. Unable to determine if a battery needs replacement. This can happen if Proactive Management is unable to determine the health of the battery at present due to lack of sufficient data.
  • Is triggered for a given device, if a battery is either dead or has an unspecified failure.
  • Is automatically closed if the battery returns to a non-failed state, such as cold, overheat, over voltage or good.

A battery replacement incident for devices on Apple MAC operating system:

  • Leverages Apple MAC API’s to indicate the health of the battery. For devices on Apple MAC operating system, the health is categorized as:
    • Service Battery. The battery isn’t functioning normally. According to Apple, the battery isn’t functioning normally. You can safely use your Mac when it's connected to an appropriate power adapter, but you should contact HP if you have purchased extended care pack as a part of your HP DaaS for Apple contract or an Apple-authorized service provider as soon as possible.
    • Replace Now. TAccording to Apple, the battery is functioning normally but holds significantly less charge than it did when it was new. You can safely continue using your computer, but if its lowered charging capacity is affecting your experience, you should contact HP if you have purchased extended care pack as a part of your HP DaaS for Apple contract or an Apple-authorized service provider as soon as possible.
    • Replace Soon. According to Apple, the battery is functioning normally but holds less charge than it did when it was new. You should monitor the health of the battery by checking the battery status menu periodically.
    • Normal. According to Apple, the battery is functioning normally.
    • N/A. Unable to determine if a battery needs replacement. This can happen if Proactive Management is unable to determine the health of the battery at present due to lack of sufficient data.
  • Is triggered for a given device, if a battery is either in service battery or replace now state.
  • Is automatically closed if the battery returns to a non-failed state, such as replace now or normal.

 

Blue screen errors

A blue screen error incident:

  • Is triggered for a given device if a blue screen error occurs on a device.
  • Provides information on the bug check code, bug check description, and the bug check URL of the blue screen error.
  • Is not automatically closed.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

Once a new blue screen error incident is triggered for a device for a specific blue screen bug check code and bug check description on a given day, all blue screen errors for the same specific bug check code and bug check description from the same device are logged in the same incident until the incident is manually closed.

 

Unexpected OS crashes

An unexpected OS (operating system) crash incident:

  • Is triggered for a given device if the device crashes unexpectedly.
  • Is triggered with a critical default priority if the device type is a Notebook; otherwise it is created with a medium default priority.
  • Is not automatically closed.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

Once a new unexpected OS crash incident is triggered for a device on a given day, all unexpected crashes from the same device are logged in the same incident until the incident is manually closed.

 

Disk component changes

A disk component change incident:

  • Is triggered when a new disk is added, an existing disk is removed, or if the disk size and/or disk vendor changes.
  • Is not automatically closed.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

 

Disk smart event failure

A disk smart event failure incident:

  • Is triggered when one of the S.M.A.R.T flags fails. This, however, does not warrant a disk replacement.
  • Is only created for all desktops and notebook devices that have hard disk drives and/or solid-state drives.
  • Is automatically closed if for some reason the S.M.A.R.T attribute returns to a non-failed state.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

 

Disk storage full

A disk storage full incident:

  • Is triggered with critical priority for a given disk if disk free storage is less than or equal to 3 GB.
  • Is triggered with a medium priority for a given disk, if disk size is greater than 64 GB and disk free storage is less than 5 percent 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 percent of disk size.
  • Is updated for an existing incident if the disk continues to have full disk storage based on above thresholds on subsequent days after the initial incident is created.
  • Is automatically closed if the disk goes below the full disk storage thresholds on subsequent days after the initial incident is created.
  • Is available for both HP and non-HP devices on Android, Apple MAC, Apple IOS and Microsoft Windows operating system.

 

Disk replacement

A disk replacement incident for devices on Microsoft Windows operating system:

  • Is triggered for a given device if a disk has already failed or will either fail or cause a poor user experience within next thirty days.
  • Is only created for all desktop and notebook devices that have hard disk drives, solid-state drives and/or NVMe drives.
  • Leverages many S.M.A.R.T parameters and predictive model to predict the life of the disk for hard disk drives and solid-state drives.
  • Leverage NVMe parameters for providing the health of NVMe drives.
  • Is automatically closed if the disk returns to a non-failed state.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

A disk replacement incident for devices on Android operating system:

  • Leverages Android API’s to indicate the health of the disk. For devices on Android operating system, the health is categorized as (according to Android APIs):
    • Unmountable. Storage media is present but cannot be mounted
    • NOFS. Storage media is present but is blank or is using an unsupported filesystem (or is blank).
    • Removed. Storage Media is removed.
    • Unmounted. Storage media is present, but not mounted at its mount point.
    • Checking. Storage media is present and being disk-checked.
    • Mounted.  Storage media is present and mounted at its mount point.
    • Shared. Storage media is unmounted because it is being shared via USB mass storage.
    • Bad Removal. External media was removed from SD card slot, but mount point was not unmounted.
    • Eject. User has expressed the desire to remove the external storage media. Applications should close all files they have open within the mount point when they receive this intent.
    • N/A. Unable to determine the health of the disk. This can happen if Proactive Management is unable to determine the health of the disk at present due to lack of sufficient data.
  • Is triggered for a given device, is a disk is either in unmountable or NOFS state.
  • Is automatically closed if the disk returns to a non-failed state such as removed, unmounted, checking, mounted, shared, bad removal or eject state.

A disk replacement incident for devices on Apple MAC operating system:

  • Leverages Apple MAC API’s to indicate the health of the disk. For devices on Apple MAC operating system, the health is categorized as:
    • About to Fail. According to Apple, the SMART Status on the Apple MAC device says “Failing” and the drive urgently needs to be backed up and replaced. If the user sees any message stating the disk has a fatal hardware error or problem, the drive is also going to fail soon and needs to be backed up and replaced as soon as possible.
    • Verified. According to Apple, the SMART Status on the Apple MAC says “Verified” the drive is in good health and functioning properly.
    • Not supported. According to Apple, the disk is not supported.
    • N/A. Unable to determine the health of the disk. This can happen if Proactive Management is unable to determine the health of the disk at present due to lack of sufficient data.
  • Is triggered for a given device, if a disk is in about to fail state.
  • Is automatically closed if the disk returns to a non-failed state, i.e. verified state.[SAK1] 

 

High CPU utilization

Proactive Management with TechPulse corelates data across many processor parameters to categorize a device as overutilized, underutilized, normal or unknown based on processor usage data. Since each processor and processor parameter have their own characteristics and thresholds, it is difficult to allow users to set their own thresholds for each of these parameters.

For simplification, it is to be assumed that Proactive Management leverages CPU time (or process time) to categorize a device as overutilized, underutilized, normal or having an unknown status. The CPU time is the amount of time for which a central processing unit (CPU) was used for processing instructions of a computer program or operating system. The CPU time is measured in clock ticks or seconds. However, often it is useful to measure and indicate CPU time as a percentage of the CPU’s capacity, which is called CPU usage. CPU time and CPU usage have two main uses. The first use is to quantify the overall busyness of the device. When the CPU usage is above a certain threshold, the user may experience a lag. Such high CPU usage indicates insufficient processing power, and in this case, either the CPU needs to be upgraded, or the user time is reduced. The second use is to quantify how the processor is shared between applications running on the device. High CPU usage by a single application may indicate that it is highly demanding of the processing power or that it may malfunction.

The best representation of device CPU time requires that Proactive Management with TechPulse collects data samples every second across many processor parameters. However, this is not practical, because the primary usage of a device is not for data sampling, but to enable the user to perform business productivity tasks, while collecting just enough data samples to categorize the device as overutilized, underutilized, normal or unknown. Proactive Management with TechPulse collects data every minute and then aggregates it to an hour based on simple statistical methods like mean, median, etc. Depending on the amount of time a device is turned on during a twenty-four-hour period, Proactive Management by TechPulse can have up to a maximum of twenty-four aggregated samples in a given day.

Proactive Management with TechPulse categorizes a device as:

  • Overutilized, if on a given day, the CPU usage is more than 50 percent for at least one aggregation period.
  • Normal, if on a given day, the CPU usage is between 20-50 percent for at least one aggregation period and all other aggregation periods are underutilized.
  • Underutilized, if on a given day, the CPU usage is between 0-20 percent for all aggregation periods
  • Unknown, if on a given day, there is no data for all aggregation periods.

A high CPU utilization incident:

  • Is triggered for a given device if the device is in overutilized category.
  • Is updated for an existing incident if the device continues to be in overutilized category on subsequent days after the initial incident is created.
  • Is automatically closed if the device goes back to normal and/or underutilized category.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

 

High memory utilization

Proactive Management with TechPulse corelates data across many memory parameters to categorize a device as overutilized, underutilized, normal or unknown based on memory usage data spanning multiple days. Since each memory type and memory parameter has their own characteristics and thresholds, it is difficult to allow users to set their own thresholds for each of these parameters.

For simplification, it is to be assumed that Proactive Management with TechPulse leverages memory percent to categorize a device as overutilized, underutilized, normal or unknown.

Proactive Management with TechPulse categorizes a device as:

  • Overutilized, if on a given day, the memory percent is more than 85 percent for at least one aggregation period.
  • Normal, if on a given day, the memory percent is between 50-85 percent for at least one aggregation period and all other aggregation periods are underutilized.
  • Underutilized, if on a given day, the memory usage is between 0-50 percent for all aggregation periods.
  • Unknown, if on a given day, there is no data for all aggregation periods.

A high memory utilization incident:

  • Is triggered for a given device if the device is in the overutilized category.
  • Is updated for an existing incident if the device continues to be in overutilized category on subsequent days after the initial incident is created.
  • Is automatically closed if the device goes back to normal and/or underutilized category.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

 

Thermal grading

One of the major concerns of notebooks is heat disposition. The purpose of thermal grading incidents is to detect when a device may need service to prevent a thermal incident and to extend the life of the device. On devices with Microsoft Windows operating system, Proactive Management with TechPulse corelates thermal data across multiple sensors – all processors (CPUs), fan and system – and spanning multiple days to categorize the device as OK or needing maintenance. Even though Proactive Management with TechPulse collects thermal data for CPUs, batteries and disk sensors, the thermal data from these sensors is not utilized to categorize the device from a thermal grading perspective today.

Since, each thermal sensor has their own characteristics and thresholds across various device models, it is difficult to allow users to set their own thresholds for each of these parameters.

A thermal incident of a device on Microsoft Windows operating system:

  • Is triggered for a given device if the device is in maintenance category.
  • Is updated for an existing incident if the device continues to be in maintenance category on subsequent days after the initial incident is created.
  • Is automatically closed if the device goes back to OK category.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

Since, Proactive Management with TechPulse considers only all processors (CPU), fan and system sensors, a device in:

  • The maintenance category will require cleaning the device by checking vents for blockage.

A thermal incident for devices on Apple MAC operating system:

  • Leverages Apple MAC API’s to indicate the thermal condition of the device. On devices with Apple MAC operating system, the thermal condition is categorized as:
    • Critical. According to Apple, the thermal state on device is significantly impacting the performance of the system and the device needs to cool down. Applications should reduce usage of the CPU, GPU, and any I/O to the minimum level required for user interaction. It is recommended that the app stop using peripherals such as the camera.
    • Serious. According to Apple, the thermal state is high on device. Fans are running at maximum speed and system. performance may be impacted. Applications should reduce usage of the CPU, GPU, and any I/O such as networking or bluetooth.
    • Nominal. According to Apple, the thermal state is within normal limits and no corrective action is needed.
    • Fair. According to Apple, the thermal state is slightly elevated, fans may be audible.
    • N/A. Unable to determine the thermal condition of the device. This can happen if Proactive Management is unable to determine the thermal condition of the device at present due to lack of sufficient data.
  • Is triggered for a given device, if the thermal condition is in critical or serious state.
  • Is automatically closed if the thermal condition returns to nominal or fair state.

 

Memory changes

A memory change incident:

  • Is triggered when the physical memory on the device has changed.
  • Is not automatically closed.
  • Is available for both HP and non-HP devices on Android, Apple iOS, Apple MAC and Microsoft Windows operating system.

 

Non-reporting devices

A non-reporting device incident:

  • Is triggered if a device is not seen for last 30 days
  • Is automatically closed if the device is online on subsequent days.
  • Is available for both HP and non-HP devices on Android, Apple iOS, Apple MAC and Microsoft Windows operating system.

 

Security Antivirus disabled

Proactive Management monitors antivirus protection and firewall protection compliance status in real-time by detecting all antivirus and firewall protection applications that are registered with Microsoft Windows operating system. Subsequently, Proactive Management provides status on the compliance status of antivirus and firewall endpoint protection (i.e. the compliance type) for all devices within a company during the last 24 hours.

Each of these compliance types have compliance status and they are categorized as:

  • Compliant. The antivirus and/or firewall protection is enabled on the device.
  • Not Compliant.  The antivirus and/or firewall protection is disabled on the device.
  • Not Monitored. The antivirus and/or firewall protection is not monitored on the device.

Each of these compliance types have two distinct metrics and are calculated for an individual device:

  • Time. The amount of time (in hours) a device within a company spends in each compliance status (for e.g. Compliant, Not Compliant, Not Monitored) within the last 24 hours.
    • The time(hrs) is calculated based on the difference between each of the compliance status categories. For e.g., during the last 24 hours, if at time 8:00 AM the antivirus protection on a device is disabled, and then enabled at time 8:15 AM the antivirus protection on the same device is enabled, then the Time(hrs) for the device in Not Compliant status category is 0.25 hours and the remainder of the time is considered in the Compliant status category.
    • The Time(hrs) is calculated based on a 24-hour time-period. For e.g., during the last 24 hours, if at time 8:00 AM the antivirus protection on a device is disabled; and then the device goes offline at 10:00 AM; the Time(hrs) for the device in Not Compliant status category is considered from 8:00 AM to midnight (i.e. 16 hours) and the remainder of the time is considered in the Compliant status category.
    • A device that is not seen online for 5 consecutive days is automatically categorized as Not Monitored, till the time the device comes online.N
  • No. of Instances. The number of times (i.e. instances), that devices within a company are in any of the compliance status categories (for e.g. Compliant, Not Compliant, Not Monitored), in any given month. In any given month, a device can be in all compliance status categories. For e.g., in any given month, if on day 1 at time 8:00 AM the antivirus protection on the device is disabled, and on the same day 1 at time 8:15 AM the antivirus protection on the device is enabled, then the device is counted in both compliant and not compliant compliance status categories in the month. Additionally, if the same device moves back and forth between various compliance status categories multiple times in any given month, the device is counted multiple times in each of the compliance status categories. A device that is not seen online for 5 consecutive days is automatically categorized as Not Monitored, till the time it comes online.

A security antivirus disabled incident:

  • Is triggered if the antivirus protection on a device is in not compliant and/or not monitored state for at least three times (i.e. the no. of instances is equal or more than three) in last twenty-four hours.
  • Is updated on subsequent days, the antivirus protection on a device is in not compliant and/or not monitored state for three or more times in last twenty-four hours.
  • Is updated on subsequent days if the current state of the antivirus protection is compliant, but the antivirus protection compliance on this device has been in either not compliant and/or not monitored state for some time (i.e., less than twenty-four hours) or has been in and out of compliance at least once in the last twenty-four hours.
  • Is automatically closed on subsequent days if the antivirus protection on the device is in compliant state for the entire twenty-four hours.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

 

Security Firewall disabled

A security firewall disabled incident:

  • Is triggered if the firewall protection on a device is in not compliant and/or not monitored state for at least three times (i.e. the no. of instances is equal or more than three) in last twenty-four hours.
  • Is updated on subsequent days, the firewall protection on a device is in not compliant and/or not monitored state for three or more times in last twenty-four hours.
  • Is updated on subsequent days if the current state of the firewall protection is compliant, but the firewall protection compliance on this device has been in either not compliant and/or not monitored state for some time (i.e., less than twenty-four hours) or has been in and out of compliance at least once in the last twenty-four hours.
  • Is automatically closed on subsequent days if the firewall protection on the device is in compliant state for the entire twenty-four hours.
  • Is available for both HP and non-HP devices on Microsoft Windows operating system.

 

Software Catalog Compliance

Proactive Management provides information on the compliance status of software applications that are published to the device from either VMWare Workspace ONE and/or Microsoft Intune.

The software application compliance status is categorized as:

  • Installed. The software application is installed successfully on the device.
  • Pending. The software application is pending. VMWare Workspace ONE attempts to publish the software application five times to the device till the software application is installed on the device. During this state, the status is termed as Pending.
  • Not Installed. The software application is not installed successfully on the device after five attempts.
  • Failed. VMWare Workspace ONE can communicate with the device, but the installation of the software application has failed due to some restrictions on the device.
  • Uninstall Failed.
  • Error.
  • Not Applicable.
  • Removed

The software applications are categorized based on type of applications as:

  • For VMWare Workspace ONE, the possible values include: Mandatory or Optional
    • Mandatory. The software application is mandatory on the device.
    • Optional. The software application is optional on the device.
  • For Microsoft Intune, the possible values include: N/A
    • N/A – Microsoft Intune does not support this setting.

A software catalog compliance (or required apps not installed) incident:

  • Is triggered, if one or more of the software applications published to the device from either VMWare Workspace ONE and/or Microsoft Intune are in pending, not installed, failed, uninstall failed, not applicable or in error state for more than a day.
  • Is automatically closed as soon as all the software applications published to the device from either VMWare Workspace ONE and/or Microsoft Intune are in installed and/or removed state.
  • Is available for both HP and non-HP devices.
  • Is available for Android, Apple IOS, Apple MAC, and Microsoft Windows operating systems.

 

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 (i.e. bug check code) as opposed to a blue screen error incident per device per bug check code. This allows a company to focus on resolving larger blue screen problems as opposed to blue screen errors occurring on a few devices.

Definitions

  • Total enrolled devices. The total number of enrolled devices this week.
  • Total enrolled devices last week. The total number of enrolled devices last week.
  • Total devices impacted by error. The total number of devices impacted by a specific bug check code this week.
  • Total devices impacted by error last week. The total number of devices impacted by a specific bug check code last week.
  • No. of errors. The total number of errors this week for the specific bug check code.
  • No. of errors last week. The total number of errors last week for a specific bug check code.
  • Ratio device crash. Total devices impacted by error / Total enrolled devices.
  • Ratio device crash last week. Total devices impacted by error last week / Total enrolled devices last week.

For a given company and for a specific bug check code, a company-wide blue screen error incident:

  • On Week 1. Day 1.
    • Is triggered on day 1 of the current week with a low priority if the Ratio device crash is less than or equal to 5%.
    • Is triggered on day 1 of the current week with a critical priority if the Ratio device crash is more than 5%.
  • On Week 1. Day 2 – 7
    • Is either updated of maintained with a low priority of low if the Ratio device crash is less than or equal to 5%.
    • Is either updated of maintained with a critical priority if the Ratio device crash is more than 5%.
  • On Week 2.
    • If updated with a low priority if the Ratio device crash and Ratio device crash last week is less than or equal to 5%.
    • Is updated with a critical priority if the Ratio device crash is less than or equal to 5%, but the Ratio device crash last week is greater than 5%.
    • Is updated with a critical priority if the Ratio device crash is greater than 5%.
  • On Week N.
    • If updated with a low priority if the Ratio device crash and Ratio device crash last week is less than or equal to 5%.
    • Is updated with a critical priority if the Ratio device crash is less than or equal to 5%, but the Ratio device crash last week is greater than 5%.
    • Is updated with a low priority if the Ratio device crash is greater than 5%.
  • On Week N.
    • Is automatically closed if the Ratio device crash is 0 by the end of the week.

 

 

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.

 

The following describes the incidents turned on/off by default in Proactive Management.

 

Incident
Standard Plan
Enhanced Plan
Premium Plan
DaaS for Apple
Microsoft Windows
Android
Apple MAC
Apple iOS
HP technology entitlement expiration

HP TechPulse Incident Integration

Battery missing

 

 
 
 
Battery replacement

 
Blue screen errors

 

 
 
 
Unexpected OS crashes

 

 
 
 
Disk component changes

Disk smart event failure

 

 
 
 
Disk storage full

Disk replacement

 
High CPU utilization

 

 
 
 
High memory utilization

 

 
 
 
Thermal grading

 

 
Memory changes

 
Non-reporting devices

Security Antivirus disabled
 

 

 
 
 
Security Firewall disabled
 

 

 
 
 
Software Catalog Compliance
 
 

Company-wide blue screen errors