Users Guide

Adding a SupportAssist Enterprise instance in
ServiceNow
To retrieve the cases from SupportAssist Enterprise, you must create a SupportAssist Enterprise connection prole by using OpenManage
Integration with ServiceNow.
• To create a SupportAssist Enterprise connection prole, see Create SupportAssist Enterprise connection prole.
• To edit a SupportAssist Enterprise connection prole, see Edit SupportAssist Enterprise connection prole.
• To delete a SupportAssist Enterprise connection prole, see Delete SupportAssist Enterprise connection prole.
Topics:
• Create SupportAssist Enterprise connection prole
• Edit SupportAssist Enterprise connection prole
• Delete SupportAssist Enterprise connection prole
Create SupportAssist Enterprise connection prole
Before creating a SupportAssist Enterprise connection prole, ensure that you have:
• Installed the OpenManage Integration with ServiceNow application in ServiceNow by importing the update set from Dell EMC Support
Site. For more information, see the Dell EMC OpenManage Integration with ServiceNow Installation Guide on the support site.
• Installed and congured a Management, Instrumentation, and Discovery (MID) Server in your data center environment.
• Deployed the OpenManage Integration with ServiceNow connector .jar le on the MID Server.
• Necessary user privileges. See Required user privileges .
To create a SupportAssist Enterprise connection prole:
1 In the navigation lter, enter Dell EMC OpenManage Integration, and then under Connection Proles, select SupportAssist
Enterprise.
2 Click New.
3 Enter a name for the connection prole.
4 Enter the following SupportAssist Enterprise details:
• IP address or the FQDN address
• User name
• Password
The provided SupportAssist Enterprise details are used to validate the connection with the ServiceNow instance.
5 Specify the impact and urgency of the cases by selecting the respective drop-down menus.
6 To select the MID Server, click the Search icon and select the congured MID Server from the list.
7 To ensure that the connection is established between the ServiceNow instance and SupportAssist Enterprise, click Test Connection.
8 If the connection to the SupportAssist Enterprise is successful, click Submit.
The SupportAssist Enterprise Connection Prole is now created and listed on the SAE Connection Prole page.
NOTE
: In OpenManage Integration version 1.0 with ServiceNow, you are allowed to create only one SupportAssist
Enterprise connection prole.
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Adding a SupportAssist Enterprise instance in ServiceNow 15