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 Add devices.
4. (Optional) Set up an adapter to inventory and add devices from OpenManage Essentials, Microsoft System Center Operations
Manager (SCOM), or OpenManage Enterprise. 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 Configure 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 Enable or disable 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 Enable or disable 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 Enable or disable 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 EMC. 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
View 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 Enable or disable the collection of identity information.
• You can disable the collection of software information and the system log from certain devices. See Enable or disable the collection of
system information.
• You can disable the periodic collection of system information from all devices. See Enable or disable the periodic collection of system
information from all devices.
• You can disable the automatic collection of system information when a support case is created. See Enable or disable the automatic
collection of system information.
• You can also prevent the upload of collections. See Disable the automatic upload of collections.
Getting started with SupportAssist Enterprise
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