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
this option is selected, when you create the connection profile next time, this message is not displayed and prevents you
from creating connection profiles in the following web browsers:
● Internet Explorer
● Microsoft Edge
● Mozilla Firefox
NOTE: In OpenManage Integration version 1.0 with ServiceNow, you are allowed to create only one SupportAssist
Enterprise connection profile.
10. To create the connection profile for another SupportAssist Enterprise instance, repeat steps 1 to 8.
Edit SupportAssist Enterprise connection profile
1. In the SAE Connection Profile page, select the connection profile.
2. You can edit the following fields:
● IP address or FQDN of an SupportAssist Enterprise appliance.
● User name and password of the SupportAssist Enterprise appliance.
● Edit the impact and urgency of the cases by selecting the respective drop-down menus.
NOTE: If you change the SupportAssist Enterprise IP address, FQDN, or user name, you must re-enter the password
and click SAE Test Connection.
3. Under properties section, before the submission of the record, administrator can update time duration for SAE case
collection.
4. Click Update.
The updated connection profile is listed on the SAE Connection Profile page.
Delete SupportAssist Enterprise connection profile
1. On the SAE Connection Profile page, under the Name column, click the connection profile.
2. To delete the connection profile from ServiceNow, select Delete.
3. In the Confirmation dialog box, select Delete.
The SupportAssist Enterprise connection profile is deleted from ServiceNow.
NOTE:
If you delete an existing SupportAssist Enterprise Connection Profile, the associated cases will not be monitored in
ServiceNow.
Adding a SupportAssist Enterprise instance in ServiceNow 43