Users Guide
Table Of Contents
- SupportAssist Enterprise Version 1.2 User's Guide
- Overview
- Getting started with SupportAssist Enterprise
- Setting up SupportAssist Enterprise for the local system
- Setting up SupportAssist Enterprise for remote devices
- Evaluating SupportAssist Enterprise
- Downloading the SupportAssist Enterprise installation package
- Installing, Upgrading, or Migrating to SupportAssist Enterprise
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing SupportAssist Enterprise
- Upgrading SupportAssist Enterprise
- Migrating to SupportAssist Enterprise
- Using SupportAssist Enterprise without registration
- Registering SupportAssist Enterprise
- Setting up an SELinux enabled system to receive alerts
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Logging out of SupportAssist Enterprise
- Adding devices
- Methods of adding devices
- Device types and applicable devices
- Adding a single device
- Adding a server or hypervisor
- Adding an iDRAC
- Adding a chassis
- Adding a Networking device
- Adding a PowerVault MD Series storage array
- Adding an EqualLogic PS Series storage solution
- Adding a Compellent SC Series storage solution
- Adding a Fluid File System NAS device
- Adding a software
- Adding a solution
- Adding a device by duplication
- Importing multiple devices
- Exporting details of devices that were not imported
- Revalidating a device
- Managing device discovery rules
- Viewing cases and devices
- Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with adding devices managed by systems management consoles
- Adapters
- Setting up OpenManage Essentials adapter
- Setting up the Microsoft System Center Operations Manager adapter
- Management Packs for inventorying devices managed by Operations Manager
- Setting up OpenManage Enterprise adapter
- Viewing adapter overview pane
- Viewing devices inventoried by the adapter
- Synchronizing adapter
- Editing adapter
- Deleting adapter
- Approximate time required to assign Credential Profile
- Remote Collectors
- Device grouping
- Managing device credentials
- Maintaining SupportAssist Enterprise capability
- Enabling or disabling monitoring of a device
- Performing deep discovery
- Installing or upgrading OMSA by using SupportAssist Enterprise
- Configuring SNMP settings by using SupportAssist Enterprise
- Viewing and updating the contact information
- Updating dispatch details
- Adding dispatch notes to default group
- Configuring proxy server settings
- Connectivity test
- Testing the case creation capability
- Clearing the System Event Log
- Automatic update
- Deleting a device
- Configuring email notifications
- Configuring collection settings
- Prerequisites for collecting system information
- Enabling or disabling the automatic collection of system information on case creation
- Enabling or disabling the periodic collection of system information from all devices
- Enabling or disabling the collection of identity information
- Enabling or disabling the collection of software information and the system log
- Enabling or disabling the automatic upload of collections
- Viewing collections
- Using SupportAssist Enterprise to collect and send system information
- Understanding maintenance mode
- SupportAssist Enterprise user groups
- Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- Manually configuring the alert destination of a server by using the script file on server running Windows
- Manually configuring the alert destination of a server running Windows
- Manually configuring the alert destination of a server by using the script file on a server running Linux
- Manually configuring the alert destination of a server running Linux
- Manually configuring the alert destination of iDRAC by using the web interface
- Manually configuring the alert destination of a chassis by using the web interface
- Manually configuring the alert destination of a networking device
- Manually configuring the alert destination of a server
- Managing SupportAssist Enterprise alerts in TechDirect
- Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Deep discovery
- Device correlation
- Association view
- Detection of hardware issues in attached storage devices
- Support for Dell OEM servers
- Installing Net-SNMP on a server running Linux
- Configuring sudo access for SupportAssist Enterprise on a server running Linux
- Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server
- Accessing the SupportAssist Enterprise application logs
- Event storm handling
- Accessing the context-sensitive help
- Viewing SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identifying the generation of a Dell PowerEdge server
- Troubleshooting
- Installing SupportAssist Enterprise
- SupportAssist Enterprise registration
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Unable to add device
- Unable to add adapter
- Unable to add Remote Collector
- Disconnected
- Importing multiple devices
- OMSA not installed
- SNMP not configured
- New version of OMSA available
- Unable to configure SNMP
- Unable to verify SNMP configuration
- Unable to install OMSA
- Unable to verify OMSA version
- OMSA not supported
- Unable to reach device
- Unable to gather system information
- Insufficient storage space to gather system information
- Unable to export collection
- Unable to send system information
- Authentication failed
- Clearing System Event Log failed
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
- Tool tips
- Other services
- Security
- SupportAssist Enterprise user interface
- Error code appendix
- Related documents and resources
Summary
The Summary page allows you to complete the setup. Click Finish to open the SupportAssist Enterprise Devices page.
Login page
The following table describes the fields displayed in the SupportAssist Enterprise login page.
Table 32. Login page
Field Description
Username User name required to log in to SupportAssist Enterprise.
Password Password required to log in to SupportAssist Enterprise.
Login Click to log in to SupportAssist Enterprise.
Related tasks
Logging in to SupportAssist Enterprise on page 35
Cases page
The Cases page displays the support cases that are present for your devices that you have added in SupportAssist Enterprise.
For devices with a ProSupport, ProSupport Plus, ProSupport Flex for Data Center, or ProSupport One for Data Center service
contract, the Cases page displays the case status irrespective of the case creation method. By default, the displayed support
cases are grouped under their respective device name or device IP address. The last refreshed date and time that is displayed in
the group header indicates when the case information was last retrieved from Dell.
The following options available at the top of the cases page are:
● Search by — To search by a specific category of displayed data. The available options are:
○ Service Tag
○ Name / IP Address
○ Number
○ Title
○ Status
● Search term — To enter the search keyword.
● Case Options — Enables you to manage support cases that were opened by SupportAssist Enterprise based on your
requirement. The following are the available options:
○ Suspend Activity 24 hours — To request Technical Support to suspend activities related to a support case for 24
hours. After 24 hours, Technical Support automatically resumes activities related to the support case.
○ Resume Activity — To request Technical Support to resume activities related to a support case.
NOTE:
The Resume Activity option is enabled only if you had previously requested to suspend activities related to
a support case.
○ Request to Close — To request Technical Support to close a support case.
NOTE:
Only support cases that were opened by SupportAssist Enterprise can be managed by using the Case Options
list.
● Refresh — To refresh the case list view.
● Fetching Cases — A progress indicator that is displayed when SupportAssist Enterprise is verifying if cases are present for
your devices.
● TechDirect — Opens the Dell EMC TechDirect home page in a new web browser window.
The following table describes the support case information for your Dell devices that are monitored by SupportAssist Enterprise,
as displayed in the Cases page.
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SupportAssist Enterprise user interface