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
2. On the Properties page, click Dell EMC OpenManage Integration Properties.
3. To deactivate the transform map of a component, in the Activate/ De-activate Transform Maps section, clear the check
box next to the component.
You can activate or deactivate transform map of the following components.
NOTE: All transform maps are activated by default. If you deactivate the Chassis transform map, other transform maps
are automatically deactivated.
● Chassis
● Events
● Out-of-Band Devices
● Power Supplies
● Fans
● Raid Controllers
● Software Instances
● Licenses
4. Click Update.
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.
For periodic or on-demand sync of alerts from OpenManage Enterprise, ensure that an OpenManage Integration with
ServiceNow license is installed on the PowerEdge servers.
To view the alerts:
1. In the Navigation filter, enter Dell EMC OpenManage Integration, and then under Event Management, select All
Alerts.
On the Alerts page, the alerts created by ServiceNow are listed. The alerts are created for the events retrieved from
OpenManage Enterprise and grouped based on the hardware resource. The alerts are mapped with the server CI in Service
Now and you can view the Server CI in the Configuration item column.
2. Under the Number column, select an alert to view more information.
The Severity field displays the alert severity and the Resource field displays the hardware resource of the target node
considered for the grouping by ServiceNow. The Task field displays the associated incidents created by ServiceNow.
For more information about viewing the incidents, see Incident management—View and manage incidents created for the
OpenManage Enterprise events on page 39.
3. To view the corresponding events, under Related Links, select the Events tab.
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Inventorying and monitoring of devices