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
To sort the incidents based on the priority or state, select the respective column options and choose the sort option.
The incidents are automatically assigned to the SupportAssist Enterprise group by OMISNOW. You can assign the incidents
to different groups and users by using the search icon against the Assignment group and Assigned to fields. For more
information about the status of the case sync tasks, view the corresponding logs at System Logs > System Log >
Application Logs. For more information about the user privileges that are required to view the application logs in ServiceNow,
see Required user privileges on page 9.
NOTE: Users with ServiceNow Administrator and x_310922_omisnow.OMISNOW Operator roles can resolve and close the
SupportAssist Enterprise incidents.
Topics:
• 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
Change incident priority
In ServiceNow, priority value for an incident is calculated based on the impact value and urgency value assigned to an incident.
By default, impact value and urgency value are set to 2 - Moderate in SupportAssist Enterprise connection profiles.
Therefore, priority value is calculated as 3 - Moderate for all incidents in OpenManage Enterprise with ServiceNow (OMISNOW).
If you want to change the priority value of the incidents, you must change the impact and urgency values.
Change impact value and urgency value in
SupportAssist Enterprise connection profile
If you change the impact and urgent value in the SupportAssist Enterprise connection profile, the cases that are created during
the subsequent inventory sync are assigned with the new set of impact and urgency values.
1. In the navigation filter, enter Dell EMC OpenManage Integration, and then under Connection Profiles, click SupportAssist
Enterprise Connection Profiles.
2. On the SAE Connection Profile page, click the connection profile.
3. On the SupportAssist Enterprise Connection Profile page, edit the impact and urgency values.
Change impact value and urgency value of a specific
incident
1. In the navigation filter, enter Dell EMC OpenManage Integration, and then under Support Cases, select one of the
following:
● All
Incident management—View and monitor incidents of SupportAssist Enterprise and SupportAssist Enterprise Plugin
cases
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