Users Guide

Setting up SupportAssist Enterprise for remote
devices
Adding remote device in SupportAssist Enterprise prepares SupportAssist Enterprise to monitor hardware issues and collect
system information from those devices.
To set up SupportAssist Enterprise for remote devices:
1. Ensure that you have completed the steps listed in Setting up SupportAssist Enterprise for the local system.
2. (Optional) If you want to manage a set of devices as a group, create one or more device groups based on your preference.
See Device grouping.
3. Add remote devices in SupportAssist Enterprise. See Adding devices.
4. (Optional) Set up an adapter to inventory and add devices from OpenManage Essentials or Microsoft System Center
Operations Manager (SCOM). See Adapters.
5. (Optional) If you have more than 4,000 devices, set up Remote Collectors. See Remote Collectors.
6. (Optional) If your company utilizes an SMTP server (email server), configure the SMTP server settings in SupportAssist
Enterprise. See Configuring the SMTP server settings.
7. (Optional) If you want to manage SupportAssist Enterprise alerts in TechDirect, set up TechDirect. See Managing
SupportAssist Enterprise alerts in TechDirect.
Evaluating SupportAssist Enterprise
SupportAssist Enterprise has several configuration settings that you can enable or disable to evaluate the monitoring and
system information collection capabilities.
Evaluating the monitoring capability
You can disable SupportAssist Enterprise from monitoring some specific devices or all devices.
When you disable monitoring of a specific device, SupportAssist Enterprise does not process alerts that are received from that
device. Therefore, even if a hardware issue may occur on the device, SupportAssist Enterprise does not open a support case
automatically. For instructions to disable monitoring of a specific device, see Enabling or disabling monitoring of a device.
You can also temporarily disable monitoring of a specific device by placing the device in maintenance mode. Placing a device in
maintenance mode ensures that SupportAssist Enterprise does not process alerts received from the device during a planned
maintenance activity. For instructions to place a device in maintenance mode, see Enabling or disabling device-level maintenance
mode.
If necessary, you can disable SupportAssist Enterprise from monitoring all your devices by placing all your devices in
maintenance mode. For instructions to place all your devices in maintenance mode, see Enabling or disabling global-level
maintenance mode.
Evaluating the system information collection capability
By default, SupportAssist Enterprise automatically collects system information from all devices at periodic intervals, and also
when a support case is created. The collected system information is then sent securely to Dell. For information on the system
information collected by SupportAssist Enterprise from devices, see System information collected by SupportAssist Enterprise.
You can also view the system information that is collected by SupportAssist Enterprise. For information on viewing the collected
data, see Viewing the collected system information.
If the security policy of your company restricts sending some of the collected system information outside of your company
network, you can use the following configuration options available in SupportAssist Enterprise:
● You can disable the collection of identity information from all devices. See Enabling or disabling the collection of identity
information.
● You can disable the collection of software information and the system log from certain devices. See Enabling or disabling the
collection of software information and the system log.
● You can disable the periodic collection of system information from all devices. See Enabling or disabling the periodic
collection of system information from all devices.
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Getting started with SupportAssist Enterprise