I'm submitting a ticket to Hyperview helpdesk and there is an option for Model Information and an option for Device Definition. What are the differences between these two options?
Model Support (Model Information)
Model support is the management of typically non-discoverable model properties and identifications as described by the manufacturer. Examples of some of these properties would be: weight, power capacity, outlet count and type, rack units (dimensions), etc.
This data is entered into the model catalog and allows Hyperview users to manually create assets as these models and also allows auto-discoveries to match the discovered asset model to the catalog and populate additional non-discovered information about the asset.
To identify if you need model support for a particular device, start by checking the Catalog > Models section of Hyperview to see if the model exists in the catalog.
Device Support (Device Definition)
Device support is how the Hyperview Data Collector communicates to an asset. It allows the discovery for devices. Device support leverages definitions for specific manufacturers and models that allow Hyperview to understand the data provided by certain protocols.
To identify if you need device support for a particular asset, start by reviewing the properties and sensors for the discovered device. If it is missing certain information that you believe should be accessible, then continue with a device support request to the Hyperview helpdesk.
You can also check the definition that is currently used to discover the asset from the asset's Information > Discovery Report page. If the definition column displays "unknown" or a generic definition name, then support is likely required to enhance the discovery for that asset.