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Cases not being opened with HP for hardware problems

Cases not being opened with HP for hardware problems

Newly discovered systems that have existing hardware issues are not opening cases with HP. Is this always the case if there is an existing hardware problem? If so, how do we force IRS to open a case with HP?

 

1 REPLY
BPE
Esteemed Contributor

Re: Cases not being opened with HP for hardware problems

This depends on the monitored HP devices.

You should try a test trap or test indication depending on the product type. 

In this case you can be sure that the monitored system is configured correct inside SIM and IRSA or IRSS.

Not all the device are able to deliver the needed information SN/PN for the HP Service Call.

Sometime customer specific information is  missing.

 

If you get the testtrap to HP and it is closed after some time. You can think of forcing an monitored system to send the service event. Most of them will do this after a restart. Sometime it is sufficient to restart the HP agent.

 

It would help if you can indicate what device type you are looking for?