View and manage service events for devices monitored by HPE remote support. Access Service events from two places:
The Insight Online menu:
The Insight Online dashboard:
When a device monitored by HPE remote support submits an issue, a service event is generated and automatically reported to you through Insight Online. Additional analysis may be performed at HPE, and a support case will be opened if an intervention is needed. The service event may be closed when no action is currently required. If a support case has been created from this service event you can see the corresponding case number in the service event list page. The service event remains in an active state until the service is delivered and the corresponding support case is closed.
You must be a member of a user group that has the Service events role enabled to view service events.
Select Service Events from the main drop-down list. The fields in the service event list are as follows:
- Severity: red = critical
- Device Name. Click to see device details. Hover to display service event and contract & warranty status.
- Date/Time Generated.
- Problem Area.
- Problem Description. Click to see service event details. Hover to see a brief problem description.
- Case ID. Displayed if there is a support case associated with the event. To see the case you must be in a user group that has the Support Case Manager (SCM) role enabled, and is associated with the device either through a contact and warranty share that covers the device, or a device group that contains the device.
- Status: Active or Closed. Transitional event status values of Open, Submitted, Received, Entitled and Closed Pending Confirmation are defined as "Active" events.
Click on the Refresh button (labeled "Devices") on the right above the list to see the most current status of service events.
By default, active service events are listed, by severity and date/time submitted. You can sort service events by any field except Case ID, by clicking on the field name at the top of the list.
Select an option in the View drop-down list to filter the service events:
|Filter||Service events displayed|
|Active||Currently active and being processed. (Default.)|
|Critical||Currently critical and active.|
|Closed||Have been closed because a.) they did not require any intervention and no case ID was created or b.) the service was delivered.|
|Test events||Those that test the end-to-end flow between the device and HPE.|
|All||All events regardless of status. The first 1000 devices are displayed.|
Use Basic Search to search service events by problem description.
Use Advanced Search to search service events by any field and to filter the results.
In the list of service events, click on the problem description of an individual device to reach the details page for that event:
The details page displays the problem area, description, entitlement status and recommended action when applicable. The page may also include links to Customer Self Repair (CSR) documentation and videos.
To print from a details page, select Print page in the Actions drop-down list (the small blue icon on the far right).