Users Guide
Table Of Contents
- Dell EMC OpenManage Integration Version 1.2 with ServiceNow User’s Guide
- Contents
- Overview of Dell EMC OpenManage Integration with ServiceNow
- License requirements for OpenManage Integration with ServiceNow
- Required user privileges
- OpenManage Integration for ServiceNow Dashboard
- Adding OpenManage Enterprise instances in ServiceNow
- Inventorying and monitoring of devices
- Dell EMC PowerEdge Server basic inventory information for servers
- Dell EMC PowerEdge Chassis basic inventory information
- Dell EMC PowerEdge Server detailed inventory information
- Dell EMC chassis detailed inventory information for chassis
- Device health sync for servers
- Configure Parallel Queues
- Activate or deactivate transform maps for server
- Activate or deactivate transform maps for chassis
- Alert management—View alerts and the corresponding OpenManage Enterprise events
- Event management—View all events
- Incident management—View and manage incidents created for the OpenManage Enterprise events
- Enable or disable Alert Correlation Rule
- Enable or disable alert management rule
- Device Event Sync
- Adding a SupportAssist Enterprise instance in ServiceNow
- Incident management—View and monitor incidents of SupportAssist Enterprise and SupportAssist Enterprise Plugin cases
- Change incident priority
- Change impact value and urgency value in SupportAssist Enterprise connection profile
- Change impact value and urgency value of a specific incident
- Change impact value and urgency value for multiple incidents
- Incident management—View and monitor incidents of SupportAssist Enterprise Plugin cases
- Properties table—field definitions
- Troubleshooting
- Contact Dell EMC Support for OpenManage Integration with ServiceNow
- Contacting Dell EMC
- Accessing support content from the Dell EMC support site
Inventorying and monitoring of devices
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.
Prerequisites:
● To monitor the devices discovered in OpenManage Enterprise and for periodic and on-demand sync of events and alerts,
ensure that an Dell EMC OpenManage Integration with ServiceNow license is installed on the devices. You can purchase
the license when you purchase a server or by contacting your sales representative. You 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 on page 9.
● An OpenManage Enterprise connection profile is created in ServiceNow. See Create OpenManage Enterprise connection
profile on page 15.
To monitor the Dell EMC PowerEdge servers:
1. In the Navigation filter, enter Dell EMC OpenManage Integration, and then under Connection Profiles, select
OpenManage Enterprise Connection Profiles.
2. To run the device inventory collection, select one or more connection profiles from the list and select Actions on selected
rows > OME Inventory Sync.
After completion of the on-demand OpenManage Enterprise inventory sync for the first time, the scheduled inventory sync
is activated and runs for every day. By default, the schedule inventory sync is set for one day in the OME inventory
collection field in the OME connection profile. To change the inventory collection schedule, update the field.
The inventory details of the devices that are discovered in OpenManage Enterprise are synced in the ServiceNow instance.
NOTE:
If you use a custom table to monitor devices, duplicate records will be created if you perform the sync operation
multiple times on the same set of devices.
3. To view the inventory information of the PowerEdge servers, in the Navigation filter, enter Dell EMC OpenManage
Integration, and do the following:
● To view the inventory information of all PowerEdge servers, select Servers > Dell iDRAC Servers.
● To view the inventory information of the devices based on the operation systems, under Servers, select one of the
following:
○ Windows
○ Linux
○ Unix
○ ESX
● To view the inventory information of the PowerEdge servers in the hyper-converged infrastructure appliances such as
VxRail and Dell EMC XC series, under HCI Appliances, select one of the following:
○ VxRail
○ XC
For more information about the inventory of a Dell iDRAC Server that you can view in ServiceNow, see Dell EMC PowerEdge
Server basic inventory information for servers on page 20.
6
18 Inventorying and monitoring of devices