Users Guide

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.

Prerequisites:

● The devices that are discovered in OpenManage Enterprise must be added in SupportAssist Enterprise before you can

retrieve the cases in ServiceNow. For more information about adding the devices in SupportAssist Enterprise, see the

SupportAssist Enterprise User's Guide on the Dell EMC Support Site.

● The Dell EMC support cases of devices discovered in OpenManage Enterprise with valid Dell EMC license for integration

with ServiceNow are only monitored in ServiceNow. You can purchase the license when you purchase a server or by

contacting your sales representative. To can download the purchased license from the Software License Management Portal

at Dell.com/support/retail/lkm.

● Ensure that you have necessary user privileges. See Required user privileges on page 9.

● A SupportAssist Enterprise connection profile is created in ServiceNow. See Create OpenManage Enterprise connection

profile on page 11.

● To view the events and incidents of OpenManage Integration with ServiceNow application, you must activate the Event

Management plug-in in the ServiceNow instance. Select Action > Activate plugin > Available plugins > Event

Management > Activate plugin only to activate the plug in.

To retrieve the SupportAssist Enterprise cases and to view the corresponding events in ServiceNow:

NOTE:

If a support case state is changed in SupportAssist Enterprise, the case state is reflected in OMISNOW only if the

case state is supported in ServiceNow incident management state model flow. See ServiceNow documentation

1. In the Navigation filter, enter Dell EMC OpenManage Integration, and then under Connection Profiles, select

SupportAssist Enterprise Connection Profiles.

2. To retrieve the cases, select the connection profile from the list and select Actions on selected rows > SAE Case Sync.

After the first on-demand SAE case sync, OMISNOW performs the scheduled case sync based on the default time interval

configured in the Dell EMC OpenManage Integration Properties table. See Properties table—field definitions on page

33.

NOTE: OMISNOW performs the scheduled SAE case sync only after the first on-demand SAE case sync.

3. To view the incidents created by ServiceNow, in the Navigation filter, enter Dell EMC OpenManage Integration, and

then under Support Cases, select one of the following:

● All

● Open

● Resolved

NOTE:

If a support case state is changed in SupportAssist Enterprise, the case state is reflected in OMISNOW only if

the case state is supported in ServiceNow incident management state model flow. See ServiceNow documentation

30 Incident management—View and monitor incidents of SupportAssist Enterprise cases