Users Guide

Chapter 1: Overview of Dell EMC OpenManage Integration with ServiceNow................................. 5
What is new.......................................................................................................................................................................... 6
Additional resources............................................................................................................................................................6
Chapter 2: License requirements for OpenManage Integration with ServiceNow........................... 8
Chapter 3: Required user privileges ..............................................................................................9
Chapter 4: Adding OpenManage Enterprise instances in ServiceNow............................................11
Create OpenManage Enterprise connection profile................................................................................................... 11
Edit OpenManage Enterprise connection profile....................................................................................................... 12
Delete OpenManage Enterprise connection profile................................................................................................... 12
Chapter 5: Inventorying and monitoring of PowerEdge servers.................................................... 13
Dell EMC PowerEdge Server basic inventory information.......................................................................................15
Dell EMC PowerEdge Server detailed inventory information..................................................................................17
Configure Parallel Queues............................................................................................................................................... 25
Activate or deactivate transform maps....................................................................................................................... 25
Alert management—View alerts and the corresponding OpenManage Enterprise events............................ 25
Incident management—View and manage incidents created for the OpenManage Enterprise events...... 26
Enable or disable Alert Correlation Rule.......................................................................................................................27
Enable or disable alert management rule..................................................................................................................... 27
Chapter 6: Adding a SupportAssist Enterprise instance in ServiceNow........................................28
Create SupportAssist Enterprise connection profile................................................................................................ 28
Edit SupportAssist Enterprise connection profile..................................................................................................... 29
Delete SupportAssist Enterprise connection profile.................................................................................................29
Chapter 7: Incident management—View and monitor incidents of SupportAssist Enterprise
cases........................................................................................................................................30
Change incident priority................................................................................................................................................... 31
Change impact value and urgency value in SupportAssist Enterprise connection profile .............................. 31
Change impact value and urgency value of a specific incident ................................................................. 31
Change impact value and urgency value for multiple incidents ................................................................32
Chapter 8: Properties table—field definitions............................................................................. 33
Chapter 9: Troubleshooting......................................................................................................... 34
Chapter 10: Contact Dell EMC Support for OpenManage Integration with ServiceNow................ 35
Chapter 11: Contacting Dell EMC................................................................................................. 36
Contents
Contents 3