HPE Authorized Channel Partners can view and manage customer devices by using the Insight Online My Customers tab.
Note: When using Insight Online, each HPE Passport ID can support a maximum of 1,500 devices.
This tab is only visible to those who are recognized as a partner at sign in. If HPE Support Center recognizes you as a channel partner, you can reach My Customers in the following ways:
- Option 1: main menu > My Customers.
- Option 2: If you are already in Insight Online and want to return to the dashboard, click the My Customers tab.
There are two types of HPE Authorized Channel Partner:
HPE Authorized Reseller. To become an HPE Authorized Reseller, a company must apply to become a partner on the Partner Portal and meet certain criteria. Once approved, HPE will assign the company a partner location ID. Individuals at the partner company can register to become users of the partner portal. During registration, users create an HPE Passport ID that is linked to their company’s location ID. The same HPE Passport ID is used to sign in to Insight Online. Insight Online will identify you as an Authorized Reseller.
HPE Authorized Service Partner. Upon reaching a level of HPE sales, HPE offers your company, as an HPE Authorized Reseller, training to deliver break-fix service as a ServiceOne partner. If this is of interest, your company can become accredited as an HPE Authorized Service Partner. Once HPE accredits your company, Insight Online automatically identifies you as an HPE Authorized Service Partner at sign in.
Note: For brevity, 'channel partner', 'reseller' and 'service partner' are used in this document for the above terms.
If a customer does not assign a channel partner, service delivery defaults to HPE. As a channel partner, you have the option to have Insight RS cases automatically routed to you.
As a channel partner, you must share your partner location ID with your customers and ask them to associate it with the devices they want you to manage. To allow you to view configuration information for their devices, you must also ask them to optimize their IT environment.
For central connect devices, customers should use the Insight RS Hosting Device setup wizard:
On the Receiving Remote Support screen, check ”Consent to have HPE or my HPE Authorized Channel Partner contact me to discuss optimizing my IT environment”. Checking this option will affect all devices managed by Insight RS. Only you as a channel partner will be able to receive configuration information, and not HPE. HPE will not contact your customers if you are the registered partner in Insight RS and Insight Online.
On the Authorized Channel Partners screen, click the Partner ID option and enter the partner location ID.
For direct connect devices, customers should use Insight Online. The information can be added in one of three places:
At Step 3 of the device registration sequence. See Complete direct connect device registration for one or more devices.
After registration, using Edit service information.
For an individual device, from the Edit link on the Configuration tab of the device’s details page.
Enter the partner location ID.
Choose Optimize my IT environment setting. Note that for direct connect devices this action only applies to the specific devices you select.
Note: If you choose to have a channel partner manage your devices, select this option to allow the partner to see configuration details for the devices. See Enabling access to customer’s device information for details.
By checking the box labeled I consent to having HPE or my HPE Authorized Reseller/Distributor contact me to discuss optimizing my IT environment you agree to allow HPE or your HPE Authorized Reseller/Distributor to access your collected configuration information and contact you with recommendations to purchase additional hardware and software products to optimize your IT environment. These providers may be located in other countries than your HPE IT hardware location(s). HPE Authorized Resellers/Distributors are required to keep information received from HPE confidential and may use it only for the purpose of providing advisories and recommendations on behalf of HPE.
To withdraw your consent, clear the box labeled I consent to having HPE or my HPE Authorized Reseller/Distributor contact me to discuss optimizing my IT environment.
Note: Only the HPE Authorized Resellers/Distributors and Authorized Service Partners you associate with your devices can receive your configuration data to individually contact you to make IT environment recommendations, sell or deliver solutions.
This setting can be updated at any time. See My Customers.
For you as a channel partner, the My IT Environment tab and the My Customers tabs are active. The My Customers menu has links to these sites:
- Partner portal contains partner information about Insight Online and Insight RS.
- CSN is a virtual, global community made up of HPE customers, HPE service channel partners and HPE.
Customers do not see My Customers. Its top-level content contains customer objects, rather than devices and device groups:
Click on a customer object to see the customer's devices. As a channel partner you can only see those devices that have been associated by the customer with your partner location ID as described in Enabling access to customer’s device information. Some differences exist in this view, depending on the type of channel partner:
For direct connect devices, the customer who owns the device can change the partner location ID at any time, either individually or by group. See Edit service information for details.
In the All customers view, you can designate a customer "favorite" by hovering over a customer object and clicking Add as favorite:
A star is then added to the customer object. Selecting at least one favorite customer activates the "Favorites only" filter on the right:
You can select a maximum of 25 favorites.
Initially, all customers are displayed by default. Click on "Favorites only" to display favorite customers, and "All customers" to change back. This choice remains your default customer view until you change it.
The View filters and the Search action will apply to the set of customers you are viewing--either all customers or favorites only.
You can hover over a favorite customer object and remove it from your favorites. If you remove all favorites, the "Favorites only" filter is deactivated.
As a partner you may need to remove a customer group from your All customers view if there are no longer devices associated with this customer. Duplicate customer groups may be created over time, or your relationship with the customer may have changed. Since a customer group is like a device group, removing a customer group is like removing a device group. You remove the customer group from Manage device groups. To remove a customer group, two conditions must be met:
No devices must appear in the customer group. To achieve this, the customer must do one or more of the following, depending on the kind of devices in their environment:
Disable the connection to Insight Online from the Insight RS console (Administrator Settings > Insight Online tab) that contains the devices managed by the partner.
Or, delete all central connect devices from the Insight RS instance that contains the devices managed by the partner.
Remove all direct connect devices from the Insight Online My IT Environment by using the Insight RS console (preferred), or by using the Insight Online Delete device function.
Or, change the partner location ID for all devices managed by the partner. The partner location ID of direct connect devices can be changed in Insight Online using Edit service information (see Edit service information), and of central connect devices in the Insight RS console in the Company Information > Channel partners screen.
Child device groups that you, or any other partner administrator, have created within the customer group must be removed. Child groups created by the customer do not matter, since you as a partner do not see them.
Once there are no devices and no child groups remaining in the customer group, you can remove the customer group as follows:
From the All customers view, click on the customer group.
Select Dashboard from the main menu.
From the dashboard, click the Actions drop-down list on the right, then click Delete customer group:
It is possible for another partner administrator with access to the same customer group to create a child device group within it. If that child group is not shared with you, you will not be able to delete the customer group. You must contact the other administrators of the customer group. Though you cannot see an unshared child device group or know exactly who the creator is, the creator will be one of the administrators of the customer group you are trying to delete, since only an administrator could have created the child device group. You can see who these administrators are in Manage Device groups in the Device group administrators column. Contact the administrators in the list to find out which of them created the child group, and ask the creator to share the child group with you or to delete it.
To see service events associated with customer devices that are monitored by HPE remote support, the customer must assign you as the HPE authorized service partner when they register the devices either through Insight RS, or for direct connect devices, in Insight Online when they complete registration for those devices.
You can reach the list of service events three ways, from the All customers or Favorite customers view:
- Hover your cursor over a customer object to view a summary of that customer's service events. Click critical service events in the display to view the corresponding events.
- Hover over a customer object and click the View details button. This takes you to the dashboard for that customer. Select service events from the main menu.
- Click a customer object to go to a page listing the remote support devices belonging to that customer. Select Service events from the menu.
See Service events for more information.
Channel partners can use the Service levels feature to view information about the highest service level (such as an HPE warranty, support agreement or packaged support) available that applies to each device that is monitored by HPE remote support.
From the details screen of a device, click the Service levels area on the right. The service levels details screen displays. Check the "Include all active service levels" to show both the highest service level (packaged support, for example) and other applicable service levels as well (a warranty, for example).