Users Guide

SupportAssist on the Box

SupportAssist saves time and streamlines the technical support cases. A collection based on an event creates an open service request with

SupportAssist. Scheduled collections helps to monitor and maintain your environment. These collections include the hardware data, RAID

controller logs, OS, and Application Data. The features supported are :

• SupportAssist Registration — iSM supports the SupportAssist Registration. This is a one time activity. You can enter the required

details such as name, email, address, and number to complete the registration.

• SupportAssist Collection— The SupportAssist Collection feature in iDRAC collects information about the hardware, OS and relevant

application data and compresses this information.

SupportAssist also provides:

• Proactive issue identication

• Automated case creation

• Support contact initiated by a Dell technical support agent

NOTE: You must complete the registration to take the advantages of SupportAssist.

You can view the following items in the SupportAssist dashboard.

Service Request Summary

In the Service Request Summary session, you can view the details of the following requests:

• Open

• Closed

• Submitted

Support Assist Overview

You can view the Service Contract details such as Contract Type and Expiration Date and the Automatic Collection settings details in this

session.

On the Service Requests tab, you can also view the list of requests created and the status, description, source, service request ID, date

opened, the date closed, and so on.

If you click the Collection Log tab, you can view the collection time, job ID, collection type, data collected, collection status, sent time, and

so on.

NOTE

: Starting from 14th generation of servers, when you manually initiate SupportAssist collection from iDRAC, the USB mass

storage device is not exposed to the host OS. The transfer of OS Collector les and the collected log les is handled internally

between iDRAC and iSM.

NOTE: The OS and Application Data collection on ESXi is supported only by 14

and later generations of PowerEdge servers.

SupportAssist Registration

Before you begin the registration, ensure that iDRAC Service Module is installed and running in the host OS, and a proper Internet

connection is available.

1 Log in to iDRAC. From the Maintenance drop-down menu, select the SupportAssist feature.

The SupportAssist Registration wizard is displayed.

2 On the Welcome tab, click Next.

3 On the Contact and Shipping Info tab, provide your primary contact information such as First Name, Last Name, Phone Number,

Alternate Number, Email Address, Company Name, Address Line 1, Address Line 2, City, State, Zip Code, and Country.

iDRAC Service Module monitoring features