HP Management Platform Synchronization Installation and Reference Manual

Introduction to MPS
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Figure 1-4 Event Collection Flow
1-3-1-1 Sending Incident Information to OVO
NOTE: The Remote Support Client located on the CMS provides the communication service
which is used to synchronize HP SIM with the HP backend.
The Remote Support Client will call the MPS each time an incident is created or updated in its
database. This database is also automatically synchronized with the HP support center. By default,
only incidents which are newly created, incidents raised to the HP Workflow Manager system
(WFM), or closed incidents will be passed to OVO.
When a new incident is created, it is submitted to OVO through a webservice. When an update
occurs for a previously opened incident, it will be submitted to OVO with the original OVO message
ID and the timestamp is updated.
When there is a WFM case opened, the WFM case ID is attached as a custom message attribute
and a web hyperlink (URL) that points to the WFM case contents on the IT Resource Center web
page written into the annotations. For a closed incident, the message will be marked completed. It is
configurable irrespective of whether a closed incident should acknowledge the message in OVO.
The following data is sent with a message from MPS to OVO:
HP_Incident_ID — This Custom Message Attribute (CMA) is only present for informational
purposes. It can be viewed in the OVO Message Browser and in the annotation. A customer
can use this attribute to look up incidents in HP-SIM.
RST-STATUS — This CMA is used mainly for informational purposes, similar to HP_Incident_ID.
However, when its value is set to Closed, the OVO message will be acknowledged, if the MPS
RSP-update-receiver configuration has been configured to perform that action.
OVO-ID — This CMA is only important for updates to the existing incident. If an OVO message with
no value for the OVO-ID (or if the value is set to none) is passed to the MPS Update Receiver,
it will be handled as a new incident. This will happen regardless of the value of RST-STATUS.
HP_WFM_ID — This CMA is only present for informational purposes for the customer to
communicate with HP service.
WFM-URL — This is the URL that points to the WFM Case in the IT Resource Center (ITRC) for
customer use.
MPS will monitor orphan OVO messages where the associated incident has been completed, but it
has not been updated correctly. MPS will close these OVO message after a configurable time
period to prevent these orphan OVO messages from affecting message browser operation.
OVO Mgmt
Station
CMS
HP Service
Process
RSP
Incident
Event Handler
MPS
HW
diag