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
Troubleshooting
Unable to delete server and chassis components
Description:User is facing issue while trying to delete components of server and chassis.
Workaround: To delete the server or chassis, user has to first delete components and then delete server or chassis.
Facing commit error during application installation in the
instance
Description: User is facing this error while performing Update Set commit because of the delay in permission sync.
Workaround: In this scenario, perform either of the following:
● Release the instance, get a new instance and try again.
● Uninstall and try again.
Error message is displayed when test connection for 1.0
updateset is performed.
Description: When performing test connection in Quebec instance for 1.0 updateset, user is displayed with an error message "
Connection timeout during server operation"
Workaround:
1. Navigate to the System definition > Business Rules in Application Manager
2. In the filer, search for DellEMC_OMEDeviceSync_InsertInTable
3. Open business rule and navigate to When to run tab.
4. In filters, add the following conditions:
● Name starts with DellEMC_OME_DeviceSyncFrom and Queue is input.
5. Add similar rule to business rule DellEMC_OMEEventSync_InsertInTable
● Name starts with DellEMC_OME_EventSyncFrom and Queue is input.
6. Add the rule to DellEMC_SAECaseSync_InsertInTable
● Name starts with DellEMC_SAE_CaseSyncFrom and Queue is input.
7. After adding conditions in the filter, click on save and perform the test connection.
Error message during SSL certificate check
Description: Even after setting JAVA_HOME environment variable, facing error during SSL certificate check.
Workaround: Ensure to restart and run MID Server.
Facing issue during inventory sync
Description:User is unable to sync basic and detailed inventory details
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Troubleshooting 49