Users Guide
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 eciently 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 adding the devices in SupportAssist Enterprise, see the SupportAssist Enterprise
User's Guide on the Dell EMC Support Site.
• The Dell EMC support cases of devices discovered in OpenManage Enterprise with valid Dell EMC license for integration with
ServiceNow are only monitored in ServiceNow. You can purchase the license when you purchase a server or by contacting your sales
representative. To can download the purchased license from the Software License Management Portal at Dell.com/support/retail/lkm.
• Ensure that you have necessary user privileges. See Required user privileges .
• A SupportAssist Enterprise connection prole is created in ServiceNow. See Create OpenManage Enterprise connection prole.
• To view the events and incidents of OpenManage Integration with ServiceNow application, you must activate the Event Management
plug-in in the ServiceNow instance. Select Action > Activate plugin > Available plugins > Event Management > Activate plugin only
to activate the plug in.
To fetch the SupportAssist Enterprise cases and to view the corresponding events in ServiceNow:
1 In the Navigation lter, enter Dell EMC OpenManage Integration, and then under Connection Proles, select SupportAssist
Enterprise Connection Proles.
2 To retrieve the cases, select the connection prole from the list and select Actions on selected rows > SAE Case Sync.
• To schedule the retrieval of cases, in the Navigation lter, enter Dell EMC OpenManage Integration, and then select
Properties, and then under SAE Case Collection Interval, select the number of hours and minutes after which the support cases
are retrieved by OpenManage Integration with ServiceNow application. See Properties table—eld denitions.
3 To view the incidents created by ServiceNow, in the Navigation lter, enter Dell EMC OpenManage Integration, and then
under SAE Case Sync, select Incidents.
To sort the incidents based on the priority or state, select the respective column options and choose the sort option.
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Incident management—View and monitor incidents of SupportAssist Enterprise cases 17