Owner's Manual

Introduction

The Dell SupportAssist plugin for Microsoft System Center Operations Manager provides proactive support capabilities

for supported Dell servers. Operations Manager interacts with supported devices that are to be monitored and receives

SNMP traps and Windows event logs, which are periodically retrieved as alerts by the SupportAssist client. The alerts

are filtered using various policies to decide if the alerts qualify for creating a new support case or updating an existing

support case.

All qualifying alerts are securely sent to the SupportAssist server hosted by Dell, for creating a new support case or

updating an existing support case. After the support case is created or updated, the SupportAssist client runs the

appropriate collection tools on the devices that generated the alerts, and uploads the log collection to Dell. The

information in the log collection is used by Dell technical support to troubleshoot the issue and provide an appropriate

solution.

This document provides information you require for SupportAssist to work as expected in your environment.

Getting Started With SupportAssist

To quickly get started with SupportAssist:

1. Ensure that Microsoft System Center Operations Manager 2007 R2 or Microsoft System Center Operations

Manager 2012 SP1 is installed on the management server.

2. Install Dell Server Management Pack Suite Version 5.0.1 For Microsoft System Center Operations Manager And

System Center Essentials on the management server, and set up Operations Manager for discovery and monitoring

of supported Dell devices.

For information on installing the management pack suite, discovering and monitoring of supported Dell devices

using Operations Manager 2007 R2 or Operations Manager 2012 SP1, see the following documents at dell.com/

OpenManageManuals (under Server Management Pack Versions for Microsoft System Center Operations

Manager):

–

Dell Server Management Pack Suite Version 5.0.1 For Microsoft System Center Operations Manager And

System Center Essentials Installation Guide

–

Dell Server Management Pack Suite Version 5.0.1 For Microsoft System Center Operations Manager And

System Center Essentials User's Guide

3. Install SupportAssist on the management server running Operations Manager.

For information on installing SupportAssist, including the prerequisites, see the

Dell SupportAssist Version 1.0 For

Microsoft System Center Operations Manager User's Guide

at dell.com/ServiceabilityTools.

4. If the management server connects to the Internet through a proxy server, you must configure Proxy Settings in

SupportAssist. To configure the proxy server settings, click Settings → Proxy Settings , and follow the instructions

on the screen.

5. Configure the administrator credentials of each supported device type in your environment in SupportAssist.

For more information, see Configuring The Default Device Type Credentials.

6. If SupportAssist is installed on either a non-host system (Operations Manager 2012 SP1) or non-RMS system

(Operations Manager 2007 R2), you must configure SupportAssist to establish a remote connection with the

management groups.

For more information, see Configuring A Remote Connection.

7. Verify that the SupportAssist client is able to communicate with the SupportAssist server hosted by Dell by

performing the email connectivity test.

For more information, see Email Connectivity Test.