Users Guide

Contents
1 Overview......................................................................................................................... 8
What is new in this release................................................................................................................................................. 8
How SupportAssist works.................................................................................................................................................. 9
SupportAssist capabilities available with Dell service contracts.......................................................................................... 9
Data collected by SupportAssist....................................................................................................................................... 10
2 Getting started with SupportAssist................................................................................ 11
Basic setup........................................................................................................................................................................ 11
Advanced setup.................................................................................................................................................................11
Evaluating SupportAssist................................................................................................................................................... 11
Downloading the SupportAssist installation package.........................................................................................................12
Minimum requirements for installing and using SupportAssist........................................................................................... 12
Hardware requirements...............................................................................................................................................12
Operating system requirements for installing SupportAssist........................................................................................13
Web browser requirements......................................................................................................................................... 13
Network requirements.................................................................................................................................................13
Installing SupportAssist..................................................................................................................................................... 14
Installing SupportAssist (Windows)............................................................................................................................. 14
Installing SupportAssist (Linux)................................................................................................................................... 16
Installing SupportAssist in silent mode (Linux).............................................................................................................17
Registering SupportAssist................................................................................................................................................. 17
Setting up an SELinux enabled system to receive alerts................................................................................................... 20
Upgrading SupportAssist (Windows)................................................................................................................................20
Upgrading SupportAssist (Linux)...................................................................................................................................... 21
Opening the SupportAssist user interface.........................................................................................................................21
Logging in to SupportAssist..............................................................................................................................................22
Logging out of SupportAssist........................................................................................................................................... 22
3 Adding devices for monitoring....................................................................................... 23
Benets of agent-based monitoring................................................................................................................................. 23
Adding a device (agent-based monitoring)....................................................................................................................... 23
Conguring the alert (SNMP trap) destination...........................................................................................................26
Adding a device (agentless monitoring)............................................................................................................................29
Manually conguring the alert destination of iDRAC by using the web interface......................................................... 31
4 Viewing cases and devices............................................................................................ 32
Viewing all support cases................................................................................................................................................. 32
Case management options...............................................................................................................................................32
Requesting to suspend case activities for 24 hours....................................................................................................33
Requesting to resume support activities.....................................................................................................................34
Requesting to close a support case............................................................................................................................34
Viewing the device inventory............................................................................................................................................35
3