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
● Open
● Resolved
2. Click the case that you want to modify.
3. On the Incident page, change the impact and urgency values for the incident.
Change impact value and urgency value for multiple
incidents
1. In the navigation filter, enter Dell EMC OpenManage Integration, and then under Support Cases, select one of the
following:
● All
● Open
● Resolved
2. On the Incidents page, perform one of the following:
● To change the impact and urgency value for all incidents, right-click any column header, and click Update All. On the
Incident page, change the impact and urgency values for all incidents.
● To change the impact and urgency values only for some cases, select the check boxes next to the incidents, right-click
any column header, and click Update Selected. On the Incident page, change the impact and urgency values for the
incidents.
Incident management—View and monitor incidents of
SupportAssist Enterprise Plugin cases
Dell EMC OpenManage Integration with ServiceNow (OMISNOW) provides the capability to retrieve all the cases from
SupportAssist Enterprise plugin into a ServiceNow instance. The corresponding incidents for all the cases are created by
ServiceNow to efficiently monitor the cases.
Prerequisites:
● SupportAssist Enterprise Plugin should be installed on OpenManage Enterprise.
● Ensure to add OpenManage Enterprise Connection Profile in ServiceNow. Once the SupportAssist Plugin in OME is installed,
the plugin reflects in OpenManage Enterprise Connection profile.
1. In the Navigation filter, enter Dell EMC OpenManage Integration, and then under Connection Profiles, select
OpenManage Enterprise Connection Profiles
2. To retrieve the cases, select the connection profile from the list and select Actions on selected rows > SAE Plugin Case
Sync. After the first on-demand SAE case sync, OMISNOW performs the scheduled SAE plugin case sync. By default, the
SAE plugin case sync is scheduled to 15 minutes in SAE plugin case collection field under OME connection profile. To change
the SAE plugin case collection schedule, update SAE plugin case collection field.
3. To view the incidents created by ServiceNow, in the Navigation filter, enter Dell EMC OpenManage Integration, and
then under SupportAssis Plugin/Support Cases, select one of the following:
● All
● Open
● Resolved
NOTE:
If a support case state is changed in SupportAssist Enterprise, the case state is reflected in OMISNOW only if
the case state is supported after the first on-demand SAE Plugin case sync in ServiceNow incident management state
model flow. See ServiceNow documentation
46 Incident management—View and monitor incidents of SupportAssist Enterprise and SupportAssist Enterprise Plugin
cases