Users Guide

NOTE: You can manage credentials of a device group only if you are logged on as a member of the OpenManage
Essentials Administrators, Power Users, or Site Administrators group.
NOTE: The device group credentials override the default credentials configured in the Settings > System Logs page.
When the device group credentials are configured:
• SupportAssist uses the device group credentials (not the default credentials) to collect system information from the
device type.
• If SupportAssist is unable to connect to the device using the device group credentials, SupportAssist uses the
default credentials.
To manage the credentials of a device group:
Steps
1. Point to Devices and click View Devices.
The Devices page is displayed.
2. From the Refine by pane, expand Groups and select a device group.
3. Select the devices for which you want to apply a Credential Profile.
4. From the Assign Credential Profile list, select a Credential Profile.
Credentials are assigned to the device group based on the credentials that are available in the selected Credential Profile.
View and update device group information
Prerequisites
You must be logged in to SupportAssist Enterprise with elevated or administrative privileges. See SupportAssist Enterprise user groups
and Granting elevated or administrative privileges to users on page 124.
About this task
You can view or update the contact information, preferred contact method and time, and the parts dispatch information of a device
group. You can also integrate automated parts dispatch with specific TechDirect accounts.
Updating the contact information for a device group allows SupportAssist Enterprise to send notifications to the device group contact.
NOTE:
The device group parts dispatch information overrides the default parts dispatch information that you
configured through the Settings > Contact Information page. If resolving a problem requires replacing a part, the
replacement part is shipped with your consent to the device group parts dispatch address (not the default parts
dispatch address).
NOTE: If the Technical Support agent determines that a part must be replaced in your system to resolve a support case,
the replacement part is dispatched with your consent to the provided address.
Steps
1. Point to Devices and click Manage Device Groups.
The Device Groups page is displayed.
2. Select a device group.
3. From the Select Group Actions list, select Edit Group.
The Edit Device Group window is displayed.
4. Select IT Administrator Contact Information, and provide the following information:
a. If you want to use the IT Administrator contact information provided in the Settings > Contact Information page, click the
appropriate link.
b. Select one of the following:
• Primary
• Secondary
c. Type your first name, last name, phone number, alternate phone number, and email address in the appropriate fields.
d. Select the preferred contact method, preferred contact hours, and time zone.
Device grouping
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