Dell EMC OpenManage Integration Version 1.1 with ServiceNow User’s Guide November 2020 Rev.
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Contents Chapter 1: Overview of Dell EMC OpenManage Integration with ServiceNow.................................5 What is new.......................................................................................................................................................................... 6 Additional resources............................................................................................................................................................
Chapter 12: Accessing support content from the Dell EMC support site.......................................
1 Overview of Dell EMC OpenManage Integration with ServiceNow Dell EMC OpenManage Integration with ServiceNow assists enterprise-level organizations to improve the efficiency of their business-critical operations by bridging any gaps between their services and Operations Management processes.
Periodic and on-demand sync of PowerEdge servers 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 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.
Table 1. Additional resources (continued) Document Description Availability Dell EMC SupportAssist Enterprise User's Guide Provides information about installing, configuring, using, and troubleshooting SupportAssist Enterprise. Dell.com/ServiceabilityTools ServiceNow documentation For more information about using the ServiceNow application. https://www.servicenow.
2 License requirements for OpenManage Integration with ServiceNow An OpenManage Integration with ServiceNow license must be installed on target PowerEdge servers for monitoring alerts and support cases of the devices in ServiceNow. To deploy licenses on target servers: ● A license can be purchased when you purchase a server or by contacting your sales representative. ● The purchased licenses can be downloaded from the Software License Management portal at Dell.com/support/retail/lkm.
3 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.
Table 2.
4 Adding OpenManage Enterprise instances in ServiceNow You can retrieve inventory from one or more OpenManage Enterprise instances available in your data center. For multiple connection profiles, configure MID servers based on the number of OpenManage Enterprise and SupportAssist Enterprise connection profiles. It is recommended to use one MID server per OpenManage Enterprise profile. NOTE: In OpenManage Integration version 1.
6. To ensure that the connection is established between the ServiceNow instance and the OpenManage Enterprise appliance, click Test Connection. 7. If the connection to the OpenManage Enterprise is successful, click Submit. NOTE: Ensure that you have entered only the username in the Name field. If the username is prefixed with the domain name, the test connection fails. The OpenManage Enterprise Connection Profile is now created and listed on the OpenManage Enterprise Connection Profiles page.
5 Inventorying and monitoring of PowerEdge servers Dell EMC OpenManage Integration with ServiceNow provides the capability to sync all the inventoried devices in OpenManage Enterprise to ServiceNow. The events that are associated with the devices are also retrieved from OpenManage Enterprise and corresponding incidents are created in ServiceNow to efficiently monitor the events in ServiceNow.
4. To sync the events from OpenManage Enterprise, in the Navigation filter, enter Dell EMC OpenManage Integration, and then select OpenManage Enterprise Connection Profile. NOTE: An on-demand device inventory collection must be run before the device events are synced from OpenManage Enterprise in ServiceNow. 5. To retrieve all the events, select the connection profile from the list and select Actions on selected rows > OME Events Sync.
8. To view the corresponding alerts that are created by ServiceNow for the events, in the Navigation filter, enter Dell EMC OpenManage Integration, and then under Event Managment, select All Alerts. 9. To view the corresponding incidents that are created by ServiceNow for the events, in the Navigation filter, enter Dell EMC OpenManage Integration, select Incident.
NOTE: The data that are displayed for some of the PowerEdge Server basic inventory attributes vary depending on whether you discover the server by using the ServiceNow out-of-box discovery or OpenManage Enterprise discovery. In the list view, the following basic inventory information about a PowerEdge server is displayed.
○ Not Monitored—Indicates the monitoring status of the server. When a device is removed from an OpenManage Enterprise instance or if the OpenManage Integration for ServiceNow license installed on the device is expired or deleted, the Not Monitored attribute value changes to True. For example, Not Monitored: True ○ Status—Indicates the overall health status of a server. ○ BIOSVersionString—Indicates the BIOS version. ○ ChassisServiceTag—Indicates the service tag of the chassis.
Tab Description Attributes Product Name column. The Software page displays the Name and Version of the software. ● In the form view, the following information is displayed about the software installed: ○ ○ ○ ○ Memory Modules Displays the information about the memory modules in the PowerEdge server.
Tab Description Attributes ○ Computer—Displays the hostname of the server. ○ Interface ○ Size ○ Free disk space (GB) ○ Manufacturer ○ Model Number ○ Discovery source ○ Size bytes ○ Description NOTE: The Discovery source and Size bytes columns are not displayed by default. To add the columns, click Update Personalized List gear icon, and then select the required attributes.
Tab Description Attributes ○ ○ ○ ○ ○ Mac manufacturer DHCP Enabled Status Attributes. Description—Displays the slot and port number on which NIC is configured. ● In the form view, the following information is displayed about the network adapters: ○ ○ ○ ○ ○ ○ ○ ○ ○ Power Supplies 20 Displays information about the power supply installed on the PowerEdge server. NOTE: The power supply information is not displayed for modular servers.
Tab Description Attributes ○ Discovery source ● In the form view, the following information is displayed about the network adapters: ○ ○ ○ ○ Name Serial number Manufacturer Description—Displays the following information in JSON format: operationalStatus, powerSupplyType, requestedState, inputVoltage, outputWatts, range1MaxInputPowerWatts, acInput, inputPowerUnits, redundancyState, acOutput, compType, switchingSupply, ratedMaxOutputPower, activeInputVoltage, Range1MaxInputVoltageHighM illiVolts, location,
Tab Description Attributes ○ Description—Displays the following information in JSON format: DeviceDescription, extraAttribute, Status, DriverVersion, PciSlot, RollupStatusString, RollupStatus, StatusTypeString, FirmwareVersion, CacheSizeInMb, and StorageAssignmentAllowed. . Storage Devices Displays information about the virtual and physical disks installed on the PowerEdge server.
Tab Description Attributes formFactor, diskNumber, channel, slotNumber, mediaType, sasAddress, deviceId, manufacturedWeek, revision, EncryptionAbility, statusString, manufacturedYear, partNumber, enclosureId, busType, remainingReadWriteEndurance , manfufacturedDay, predictiveFailureState, and status.
Tab Description NOTE: The warranty details about the servers are not displayed if the OpenManage Enterprise version used in your data center environment is version 3.3 or older. To view the warranty information, upgrade OpenManage Enterprise version to 3.4 or later.
Configure Parallel Queues To reduce the device inventory sync time, OpenManage Integration with ServiceNow (OMISNOW) runs multiple External Communication Channel (ECC) queues in parallel to retrieve the device inventory information. By default, ECC queues that can be run in parallel is set to 10. NOTE: For parallel queues to work seamlessly, ensure that the maximum number of API sessions in OpenManage Enterprise is not set to less than 10. By default, maximum number of API sessions is set to 100.
To view the alerts: 1. In the Navigation filter, enter Dell EMC OpenManage Integration, and then under Event Management, select All Alerts. On the Alerts page, the alerts created by ServiceNow are listed. The alerts are created for the events retrieved from OpenManage Enterprise and grouped based on the hardware resource. The alerts are mapped with the server CI in Service Now and you can view the Server CI in the Configuration item column. 2.
On the Incidents page, the incidents created by ServiceNow are listed. The incidents can be filtered based on the priority and state of the incidents. To change the alert management rule, see Enable or disable alert management rule on page 27. 2. Under the Number column, select an incident to view more information. The Short description and Description fields displays the associated service tag, target node, and the alert corresponding to the individual incidents. 3.
6 Adding a SupportAssist Enterprise instance in ServiceNow You can retrieve cases from one or more SupportAssist Enterprise instances available in your data center. To retrieve the cases from SupportAssist Enterprise, you must create a SupportAssist Enterprise connection profile by using OpenManage Integration with ServiceNow. In case of multiple connection profiles, configure MID servers based on the number of OpenManage Enterprise and SupportAssist Enterprise connection profiles.
this option is selected, when you create the connection profile next time, this message is not displayed and prevents you from creating connection profiles in the following web browsers: ● Internet Explorer ● Microsoft Edge ● Mozilla Firefox NOTE: In OpenManage Integration version 1.0 with ServiceNow, you are allowed to create only one SupportAssist Enterprise connection profile. 9. To create the connection profile for another SupportAssist Enterprise instance, repeat steps 1 to 8.
7 Incident management—View and monitor incidents of SupportAssist Enterprise cases Dell EMC OpenManage Integration with ServiceNow (OMISNOW) provides the capability to retrieve all the cases from SupportAssist Enterprise into a ServiceNow instance. The corresponding incidents for all the cases are created by ServiceNow to efficiently monitor the cases.
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.
● 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.
8 Properties table—field definitions The inventory, event, and SAE case collections can be scheduled by using the properties module that is provided by OpenManage Integration with ServiceNow. Table 3. Properties table Field Definitions OME Inventory Collection Interval [1-90] OME Inventory Collection [Days] Schedule the interval for inventory collection of devices from OpenManage Enterprise. Enter the time interval (in days) in which the inventory collection is performed.
9 Troubleshooting ● As an administrator, I would like to view the application logs of OpenManage Integration with ServiceNow (OMISNOW) application in ServiceNow. To view the OMISNOW application logs in a ServiceNow instance, click Dell EMC OpenManage Integration > Application Logs > Logs. The logs capture information when the OMISNOW operations are run and also provide debug information about any errors that occur while performing any OMISNOW operations.
10 Contact Dell EMC Support for OpenManage Integration with ServiceNow To contact Dell EMC for technical support or customer service issues that are specific for Dell EMC OpenManage Integration with ServiceNow: 1. In the navigation filter, enter Dell EMC OpenManage Integration, and under Contact Module, select Support Contact.
11 Contacting Dell EMC Dell EMC provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area. NOTE: If you do not have an active Internet connection, you can find contact information on your purchase invoice, packing slip, bill, or Dell EMC product catalog. To contact Dell EMC for sales, technical support, or customer service issues: 1. Go to Dell.com/support. 2.
12 Accessing support content from the Dell EMC support site Access supporting content related to an array of systems management tools using direct links, going to the Dell EMC support site, or using a search engine. ● Direct links: ○ For Dell EMC Enterprise Systems Management and Dell EMC Remote Enterprise Systems Management—https:// www.dell.com/esmmanuals ○ For Dell EMC Virtualization Solutions—https://www.dell.com/SoftwareManuals ○ For Dell EMC OpenManage—https://www.dell.
