Dell EMC OpenManage Integration Version 1.
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Contents 1 Overview of Dell EMC OpenManage Integration with ServiceNow................................................................. 4 Dell EMC OpenManage Enterprise.................................................................................................................................. 4 Dell EMC SupportAssist Enterprise.................................................................................................................................
1 Overview of Dell EMC OpenManage Integration with ServiceNow Dell EMC OpenManage Integration with ServiceNow assists enterprise-level organizations to improve the efficiency of their businesscritical operations by bridging any gaps between their services and Operations Management processes.
• OpenManage Enterprise integration: – CMDB integration: ◦ Periodic and on-demand sync of PowerEdge servers inventory from OpenManage Enterprise into a ServiceNow Configuration Management Database (CMDB). ◦ Automatic creation of configuration items (CIs) for all the PowerEdge servers imported from OpenManage Enterprise into a ServiceNow CMDB. – Event and incident management integration: ◦ Periodic and on-demand sync of events from OpenManage Enterprise into a ServiceNow instance.
2 License requirements for OpenManage Integration with ServiceNow A valid Dell EMC license supporting the OpenManage Integration with ServiceNow must be installed on target PowerEdge servers for monitoring the alerts and support cases of the devices in ServiceNow. To deploy the licenses on target servers: 1 A license can be purchased when you purchase a server or by contacting your sales representative. 2 The purchased licenses can be downloaded from the Software License Management portal at Dell.
3 Required user privileges The OpenManage Integration with ServiceNow application installs the following set of user roles in a ServiceNow instance: • x_317119_omisnow.OMISNOW Operator for the OpenManage Integration Operator role. • x_317119_omisnow.OMISNOW User for the OpenManage Integration User role. Ensure that appropriate roles and privileges are assigned to the ServiceNow users to use the OpenManage Integration with ServiceNow application.
OpenManage Integration with ServiceNow features ServiceNow Administrator OpenManage Integration with ServiceNow Operator OpenManage Integration with ServiceNow User View the alerts and incidents created for the retrieved events from OpenManage Enterprise Allowed Allowed Allowed Update the alerts and incidents Allowed Allowed Not allowed Change the alert management rule Allowed NA NA Delete OpenManage Integration application from ServiceNow Allowed Not allowed Not allowed 8 Required user
4 Adding an OpenManage Enterprise instance in ServiceNow To retrieve the devices and events from OpenManage Enterprise, you must create an OpenManage Enterprise connection profile in the ServiceNow instance. • To create an OpenManage Enterprise connection profile, see Create OpenManage Enterprise connection profile. • To edit an OpenManage Enterprise connection profile, see Edit OpenManage Enterprise connection profile.
Edit OpenManage Enterprise connection profile 1 In the OpenManage Enterprise Connection Profiles page, select the connection profile. 2 You can edit the following fields: • IP address or FQDN of an OpenManage Enterprise appliance. • User name and password of the OpenManage Enterprise appliance. NOTE: If you change the OpenManage Enterprise IP address, FQDN, or user name, you must re-enter the password and click "Test Connection". 3 Click Update.
5 Inventorying and monitoring PowerEdge servers Dell EMC OpenManage Integration with ServiceNow provides the capability to sync all the inventoried devices in OpenManage Enterprise to ServiceNow. The events that are associated with the devices are also retrieved from OpenManage Enterprise and corresponding incidents are created in ServiceNow to efficiently monitor the events in ServiceNow.
On the Dell EMC PowerEdge Server page, inventory details of the PowerEdge servers are listed. The unique Service Tag of the servers are listed under the Serial number column. You can launch the iDRAC console directly from ServiceNow by clicking the management URL. NOTE: The overall health status of the PowerEdge server is displayed in the Device Health Status field.
• Change alert management rule Alert management—View alerts and the corresponding OpenManage Enterprise events Dell EMC OpenManage Integration with ServiceNow provides the capability to group the events retrieved from OpenManage Enterprise based on the hardware resource of the target node. To view the alerts: 1 In the Navigation filter, enter Dell EMC OpenManage Integration, and then under OME Inventory/ Event Sync, select Alerts. On the Alerts page, the alerts created by ServiceNow are listed.
On the Incidents page, the incidents created by ServiceNow are listed. The incidents can be filtered based on the priority and state of the incidents. To change the alert management rule, see Change alert management rule. 2 Under the Number column, select an incident to view more details. The Short description and Description fields displays the associated service tag, target node, and the alert corresponding to the individual incidents.
6 Adding a SupportAssist Enterprise instance in ServiceNow To retrieve the cases from SupportAssist Enterprise, you must create a SupportAssist Enterprise connection profile by using OpenManage Integration with ServiceNow. • To create a SupportAssist Enterprise connection profile, see Create SupportAssist Enterprise connection profile. • To edit a SupportAssist Enterprise connection profile, see Edit SupportAssist Enterprise connection profile.
Edit SupportAssist Enterprise connection profile 1 In the SAE Connection Profile page, select the connection profile. 2 You can edit the following fields: • IP address or FQDN of an SupportAssist Enterprise appliance. • User name and password of the SupportAssist Enterprise appliance. NOTE: If you change the SupportAssist Enterprise IP address, FQDN, or user name, you must re-enter the password and click SAE Test Connection. 3 Click Update.
7 Incident management—View and monitor incidents of SupportAssist Enterprise cases Dell EMC OpenManage Integration with ServiceNow provides the capability to retrieve all the cases from SupportAssist Enterprise into a ServiceNow instance. The corresponding incidents for all the cases are created by ServiceNow to efficiently monitor the cases. Prerequisites: • The devices that are discovered in OpenManage Enterprise must be added in SupportAssist Enterprise before you can retrieve the cases in ServiceNow.
For more information about the status of the case sync tasks, view the corresponding logs at System Logs > System Log > Application Logs. For more information about the user privileges that are required to view the application logs in ServiceNow, see Required user privileges . NOTE: Users with ServiceNow Administrator and x_317119_omisnow.OMISNOW Operator roles can resolve and close the SupportAssist Enterprise incidents.
8 Properties table—field definitions The inventory, event, and SAE case collections can be scheduled by using the properties module that is provided by OpenManage Integration with ServiceNow. Table 3. Properties table Field Definitions Event Collection Interval Event Collection [Hours] Event Collection [Mins] Schedule the interval for events collection from OpenManage Enterprise. Default interval is 15 minutes and the supported schedule interval is 15 minutes–6 hours.
9 Accessing documents from Dell EMC support site You can access the Dell EMC products' documentation by using the following links: • For Dell EMC Enterprise Systems Management documents — www.dell.com/esmmanuals • For Dell EMC OpenManage documents — www.dell.com/openmanagemanuals • For Dell EMC Remote Enterprise Systems Management documents — www.dell.com/esmmanuals • For iDRAC and Dell Lifecycle Controller documents — www.dell.
10 Contacting Dell EMC NOTE: If you do not have an active Internet connection, you can find contact information on your purchase invoice, packing slip, bill, or Dell EMC product catalog. Dell EMC provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area. To contact Dell EMC for sales, technical support, or customer service issues: 1 Go to Dell.com/support. 2 Select your support category.
