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
￭ Periodic and on-demand sync of PowerEdge servers and chassis detailed inventory from one or more OpenManage
Enterprise instances into a ServiceNow Configuration Management Database (CMDB).
￭ Automatic creation of configuration items (CIs) for all the PowerEdge servers and chassis that are imported from one
or more OpenManage Enterprise instances into a ServiceNow CMDB.
○ Event and incident management integration:
￭ Periodic and on-demand sync of events from one or more OpenManage Enterprise instances into a ServiceNow
instance.
￭ Automatic mapping of events (critical and warning) and alerts with the CI's in ServiceNow.
￭ Automatic creation of incidents for critical and warning alerts.
● SupportAssist Enterprise integration: Import support cases from one or more SupportAssist Enterprise instances for the
monitored servers into a ServiceNow instance and automatically create incidents for the corresponding support cases.
● OpenManage Enterprise SupportAssist Plugin integration: Import support cases from one or more SupportAssist plugin
instances for the monitored servers into a ServiceNow instance and automatically create incidents for the corresponding
support cases.
● The server and chassis inventory information, events, and Dell EMC support cases are fetched by OpenManage Integration
by using the REST APIs provided by OpenManage Enterprise and SupportAssist Enterprise applications.
Topics:
• What is new
• Additional resources
What is new
● Support for configuring the scheduled job time duration for inventory, event, server health, SAE plugin case collection,
severity based incident creation, event acknowledgment for individual OME connection profile.
● Support for configuring time duration for schedules jobs for SAE case collection for individual SAE connection profile.
● Support for a dashboard which has the summary of devices, health, events or alerts created, incidents created and number
of technical support cases.
● Support for Device Event Sync for servers or chassis.
● Support for Orlando, Paris and Quebec ServiceNow.
● Support for component health monitoring for the server.
● Support for server license details.
● Support integration with multiple OpenManage Enterprise SupportAssist Plugin.
● Configuration Management Database (CMDB) Integration:
○ Periodic and on-demand sync of detailed chassis inventory. For example, Chassis Power Supplies, Chassis Fan List,
Chassis Raid Controller.
○ Auto create Configuration Items (CI) and CI relationships for chassis and the related chassis components.
○ Use out-of-box cmdb_ci_chassis_server for storing the PowerEdge chassis information.
● Support for PowerEdge chassis: PowerEdge FX2, PowerEdge M1000e, PowerEdge VRTX, PowerEdge MX7000
● Support to upload update set without event management plugin.
Additional resources
Table 1. Additional resources
Document Description Availability
Dell EMC OpenManage
Integration with ServiceNow
Installation Guide
Provides information about installing and
configuring OpenManage Integration with
ServiceNow.
1. Go to Dell.com/OpenManageManuals.
2. Click Dell EMC OpenManage Integration
with ServiceNow and select the required
application version.
3. Click Manuals & documents to access
these documents.
Dell EMC OpenManage
Integration with ServiceNow
Release Notes
Provides information about new features,
known issues, and workarounds in
OpenManage Integration with ServiceNow.
Dell EMC OpenManage
Enterprise User’s Guide
Provides information about installing and
using OpenManage Enterprise.
1. Go to Dell.com/OpenManageManuals.
6 Overview of Dell EMC OpenManage Integration with ServiceNow