Technical White Paper

10 Dell SupportAssist – Proactive Support For EqualLogic Storage Hosting a Fluid File System | Version 1.0 | February 2014
2.2 Automatic case creation for EqualLogic storage hosting a Fluid File
System
SupportAssist processes alerts from EqualLogic storage hosting a FluidFS through OpenManage Essentials,
but a support case is created only if:
 The policies in SupportAssist qualify the alert for a case creation
 SupportAssist is configured to automatically generate support cases
Once the support case is created, the appropriate collection tool is invoked, and the system log collection
is generated and uploaded to Dell to help solve the problem.
Note:
1. Only Alerts from EqualLogic storage hosting a FluidFS are processed in SupportAssist version 1.3.
Alerts from FluidFS are not processed.
2. For devices covered under Basic Support service contract type, the support case is not created, but
the collection tool is invoked.
The following are the stages of case creation:
1. If a support case is created for EqualLogic storage hosting a FluidFS, the case details are displayed
in SupportAssist and the collection tools are invoked.
Figure 5 Case created for EqualLogic storage hosting a Fluid File System
2. Once the diagnostic information is collected, the report is uploaded to Dell to help troubleshoot
the problem.