Users Guide

Chapter 1: Overview of Dell EMC OpenManage Integration with ServiceNow................................. 5
What is new.......................................................................................................................................................................... 6
Additional resources............................................................................................................................................................6
Chapter 2: License requirements for OpenManage Integration with ServiceNow........................... 8
Chapter 3: Required user privileges ..............................................................................................9
Chapter 4: OpenManage Integration for ServiceNow Dashboard...................................................11
Chapter 5: Adding OpenManage Enterprise instances in ServiceNow........................................... 15
Create OpenManage Enterprise connection profile.................................................................................................. 15
SSL certificate.................................................................................................................................................................... 16
Edit OpenManage Enterprise connection profile....................................................................................................... 16
Delete OpenManage Enterprise connection profile................................................................................................... 17
Chapter 6: Inventorying and monitoring of devices...................................................................... 18
Dell EMC PowerEdge Server basic inventory information for servers................................................................ 20
Dell EMC PowerEdge Chassis basic inventory information.................................................................................... 22
Dell EMC PowerEdge Server detailed inventory information.................................................................................23
Dell EMC chassis detailed inventory information for chassis..................................................................................31
Device health sync for servers...................................................................................................................................... 36
Configure Parallel Queues............................................................................................................................................... 36
Activate or deactivate transform maps for server....................................................................................................37
Import set table............................................................................................................................................................37
Activate or deactivate transform maps for chassis.................................................................................................. 37
Alert management—View alerts and the corresponding OpenManage Enterprise events............................ 38
Acknowledgment of events for OME alerts......................................................................................................... 39
Event management—View all events.......................................................................................................................... 39
Incident management—View and manage incidents created for the OpenManage Enterprise events...... 39
Enable or disable Alert Correlation Rule...................................................................................................................... 40
Enable or disable alert management rule.....................................................................................................................40
Device Event Sync.............................................................................................................................................................41
Chapter 7: Adding a SupportAssist Enterprise instance in ServiceNow........................................ 42
Create SupportAssist Enterprise connection profile................................................................................................ 42
Edit SupportAssist Enterprise connection profile..................................................................................................... 43
Delete SupportAssist Enterprise connection profile................................................................................................. 43
Chapter 8: Incident management—View and monitor incidents of SupportAssist Enterprise
and SupportAssist Enterprise Plugin cases...............................................................................44
Change incident priority.................................................................................................................................................. 45
Change impact value and urgency value in SupportAssist Enterprise connection profile ............................. 45
Change impact value and urgency value of a specific incident .................................................................45
Contents
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