Users Guide

Chapter 4: Viewing cases and devices......................................................................................... 45
Viewing all support cases................................................................................................................................................ 45
Case management options..............................................................................................................................................46
Requesting to suspend case activities for 24 hours........................................................................................... 46
Requesting to resume support activities............................................................................................................... 47
Requesting to close a support case........................................................................................................................48
Viewing the device inventory......................................................................................................................................... 48
Viewing the device overview pane................................................................................................................................49
Refining the displayed data............................................................................................................................................ 50
Filtering the displayed data.............................................................................................................................................50
Clearing the data filter......................................................................................................................................................51
Sorting the displayed data............................................................................................................................................... 51
Checking support cases for a specific device.............................................................................................................51
Chapter 5: Device grouping......................................................................................................... 53
Predefined device groups............................................................................................................................................... 54
Viewing device groups..................................................................................................................................................... 54
Creating a device group.................................................................................................................................................. 54
Managing devices in a device group.............................................................................................................................55
Managing the credentials of a device group.............................................................................................................. 56
Viewing and updating the contact information of a device group........................................................................ 57
Editing device group details............................................................................................................................................57
Deleting a device group................................................................................................................................................... 58
Chapter 6: Understanding maintenance mode............................................................................. 59
Enabling or disabling global-level maintenance mode.............................................................................................. 60
Enabling or disabling device-level maintenance mode............................................................................................. 60
Chapter 7: Maintaining SupportAssist Enterprise capability........................................................ 62
Enabling or disabling monitoring of a device.............................................................................................................. 62
Editing device credentials............................................................................................................................................... 63
Installing or upgrading OMSA by using SupportAssist Enterprise.........................................................................64
Configuring SNMP settings by using SupportAssist Enterprise............................................................................66
Viewing and updating the contact information.......................................................................................................... 67
Configuring proxy server settings................................................................................................................................. 67
Connectivity test...............................................................................................................................................................68
Viewing the connectivity status.............................................................................................................................. 69
Performing the connectivity test............................................................................................................................ 69
Testing the case creation capability............................................................................................................................. 69
Clearing the System Event Log (SEL)......................................................................................................................... 70
Automatic update...............................................................................................................................................................71
Enabling or disabling automatic updates................................................................................................................ 71
Deleting a device............................................................................................................................................................... 72
Opting in or opting out from ProSupport Plus server recommendation report emails.....................................73
Chapter 8: Configuring email notifications.................................................................................. 74
Configuring email notification settings.........................................................................................................................74
Configuring SMTP server settings................................................................................................................................75
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Contents