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
Required user privileges
The OpenManage Integration with ServiceNow application installs the following set of user roles in a ServiceNow instance:
● x_310922_omisnow.OMISNOW Operator for the OpenManage Integration Operator role.
●
x_310922_omisnow.OMISNOW User for the OpenManage Integration User role.
Ensure that appropriate roles and privileges are assigned to the ServiceNow users to use the OpenManage Integration with
ServiceNow application. If required, additional users can be created in ServiceNow and assign them OpenManage Integration
Operator and User roles.
Table 2. Required user privileges
OpenManage
Integration with
ServiceNow features
ServiceNow
Administrator
OpenManage Integration with
ServiceNow Operator
OpenManage Integration with
ServiceNow User
Upload the
OpenManage
Integration with
ServiceNow update set
to ServiceNow
Allowed Not allowed Not allowed
Deploy OpenManage
Integration with
ServiceNow
connector .jar on a MID
Server
Allowed Not allowed Not allowed
Create, Modify, or
Delete OpenMange
Enterprise connection
profiles
Allowed Allowed Not allowed
Create, Modify, or
Delete SupportAssist
Enterprise connection
profiles
Allowed Allowed Not allowed
Retrieve the
server and chassis
inventory information
from OpenManage
Enterprise instances
Allowed Allowed Not allowed
Retrieve all the server
and chassis events
from OpenManage
Enterprise
Allowed Allowed Not allowed
Retrieve cases
from SupportAssist
Enterprise
Allowed Allowed Not allowed
View the application
logs in ServiceNow
Allowed Not allowed Not allowed
Schedule the OME
inventory collection,
OME Event Collection,
Server Health
Collection, SAE Plugin
Case Collection,
Allowed Allowed Not allowed
3
Required user privileges 9