I recently installed the current version of IRS in order to monitor our 2 EVAs. Now a disk has failed and an incident has been created. In Webes Notifications in the System Event Analyzer I can see "Delivered: ISEE,..." but it seems that incidents do not arrive at HP. When I look at the details of the ISEE incident I notice in the first line "Submission state changed from "Pending" to "Other"" and then about every 10 seconds "Submission state changed from "Other" to "Other"". I guess I should see something like "submitted" here.
Submission state "Other" is normally connected to problems with proxy configuration or anyhow to problems accessing the required https sites that are necessary for IRS to work properly. If you are using proxy (automatic proxy configuration is not supported) you need to check that your IRS server can access the follwing ip addresses via https: 15.232.64.127 isee-updates.americas.hp.com 15.193.24.60 rsswm.policy.hp.com 15.193.24.61 rsswm.software.hp.com 15.216.12.255 services.isee.hp.com
With or without proxy you need to have access to these IP addresses via https.
HP told me that if I am able to connect to this site: https://services.isee.hp.com/version you should get a response with a couple a number as 05.30.08.868.
If thats working then everything was correct in the firewall.
This has now been fixed for us. The problem was our proxy. HP told us the following
RSSWM supports connecting directly to the Internet or connecting through a proxy server and supports all proxy servers conforming to the HTTP/1.0 Specification. RSSWM does not support proxies using proxy auto-configuration scripts, NTLM authentication (also known as Integrated Windows Authentication), or Kerberos authentication.
As our proxy uses NTLM we have had to bypass it in order for the RSP to work correctly.
I also see the "Submission state change from "Other" to "Other"" messages every 12 mins. Proxy are setup with RSSWM and HPSIM Remote Support Configuration. I did a test on both places and they both return ok. Where else is the proxy configured? Should the message say failed, what "other" means?
Which log file I should check for the incident submission?
It looks as the connection has been "cut" by content monitoring software on the firewall for example. Some of the IRS logfiles are in ..\HP\RemoteSupport\logs. Have a look in submitProxiedIncident.log then go into iseeclient.log
In my case it has somtehing to do with the proxy authentication in System Event Analyzer. Clearing the authentication fields and allowing -all users- to the *.hp sites fixed it for me.
I have the same issue. Incidents goes from "Other" to "Other". Have you find any solution ?
I do not understand where to set:
"In my case it has somtehing to do with the proxy authentication in System Event Analyzer. Clearing the authentication fields and allowing -all users- to the *.hp sites fixed it for me."
Start "System Event Analyzer", click "Configure RSC Settings" (yellow/green icon in the middle). You will find the proxy settings at the bottom of the page. In my case the proxy did not accept the credentials, so clear the username, domain and password and allowed "all users" through the proxy from this specific server to the HP sites.
