Dell EMC OpenManage Enterprise SupportAssist Version 1.1 User's Guide June 2021 Rev.
Notes, cautions, and warnings NOTE: A NOTE indicates important information that helps you make better use of your product. CAUTION: A CAUTION indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. WARNING: A WARNING indicates a potential for property damage, personal injury, or death. © 2021 Dell Inc. or its subsidiaries. All rights reserved. Dell, EMC, and other trademarks are trademarks of Dell Inc. or its subsidiaries.
Contents Tables........................................................................................................................................... 5 Chapter 1: About OpenManage Enterprise SupportAssist.............................................................. 6 How SupportAssist works ................................................................................................................................................ 6 Device information collected by SupportAssist .....................
Download and view multiple device collections .................................................................................................. 32 Download and view collection from a specific device........................................................................................ 32 Configuring collection settings on OpenManage Enterprise SupportAssist....................................................... 33 Prerequisites for collecting system information.............................................
Tables 1 OpenManage Enterprise SupportAssist capabilities available with Dell service contracts...................... 9 2 Role-based and scope-based access control in OpenManage Enterprise SupportAssist...................... 13 3 Types of email notifications.................................................................................................................................. 40 4 Error code appendix............................................................................................
1 About OpenManage Enterprise SupportAssist Dell EMC OpenManage Enterprise SupportAssist is a plugin to the Dell EMC OpenManage Enterprise console that enables proactive and predictive monitoring and management support for your devices with ProSupport and ProSupport Plus entitlements. OpenManage Enterprise with SupportAssist provides a single, unified solution for your complete device lifecycle management and proactive and predictive support experience.
or viewed is treated in accordance with the Dell Privacy Policy available for review at https://www.dell.
2 What is new The release adds support for: ● Support for Scope-Based Access Control (SBAC). An admin can use SBAC to restrict a user with Device Manager role only to a subset of device groups. ● Support for the latest iDRAC9 based PowerEdge servers. See Dell EMC OpenManage Enterprise SupportAssist Support Matrix available at OpenManage Enterprise SupportAssist page in support site. ● Support for SNMP v3 traps to receive and process alerts and automate case creation.
3 OpenManage Enterprise SupportAssist capabilities available with Dell service contracts The following table provides a comparison of the OpenManage Enterprise SupportAssist capabilities available with the ProSupport and ProSupport Plus service contracts. Table 1.
Table 1. OpenManage Enterprise SupportAssist capabilities available with Dell service contracts (continued) OpenManage Enterprise SupportAssist capabilities Description Basic Hardware ProSupport ProSupport Plus Not supported Supported Supported helps you resolve the issue.
4 OpenManage Enterprise SupportAssist support matrix For the complete list of compatible devices, hypervisors, and operating systems, see Dell EMC OpenManage Enterprise SupportAssist Support Matrix available at OpenManage Enterprise SupportAssist page in support site.
5 Role and scope-based access control in OpenManage Enterprise OpenManage Enterprise has Role Based Access Control (RBAC) that clearly defines the user privileges for the three built-in roles—Administrator, Device Manager, and Viewer. Additionally, using the Scope-Based Access Control (SBAC) an administrator can limit the device groups that a device manager has access to. The following topics further explain the RBAC and SBAC features.
For example, ● User dm1 is a member of two AD groups (RR5-Floor1-LabAdmins and RR5-Floor3-LabAdmins). Both AD groups have been assigned the DM role, with scope assignments for the AD groups are as follows: RR5-Floor1-LabAdmins gets ptlab-servers and RR5-Floor3-LabAdmins gets smdlab-servers. Now the scope of the DM dm1 is the union of ptlab-servers and smdlabservers. ● User dm1 is a member of two AD groups (adg1 and adg2).
Table 2.
6 Installing OpenManage Enterprise SupportAssist Prerequisites ● Ensure that you logged in to OpenManage Enterprise as an Admin. Only the user with Admin role can install plugins in OpenManage Enterprise. ● While you deploy OpenManage Enterprise SupportAssist plugin within OpenManage Enterprise, which is the recommended solution for proactive and predictive monitoring, ensure that: ○ If SupportAssist Enterprise (SAE) standalone application 2.0.
The status of installation operation is displayed. After the successful installation of SupportAssist, the status that appears on the top of the SupportAssist section changes from Available to Installed. Next steps Register OpenManage Enterprise SupportAssist to monitor your devices for hardware issues and automatically collect device information. See Register OpenManage Enterprise SupportAssist on page 17.
7 Getting started with OpenManage Enterprise SupportAssist Register OpenManage Enterprise SupportAssist to monitor your devices for hardware issues and automatically collect device information. Topics: • Register OpenManage Enterprise SupportAssist Register OpenManage Enterprise SupportAssist About this task When you access OpenManage Enterprise SupportAssist for the first time, a banner message is displayed that you have not registered the SupportAssist.
7. Optionally, to view asset information and manage SupportAssist alerts and part dispatches by using TechDirect, sign in to TechDirect using your company's administrator account and enter the One-Time Password (OTP). To sign in to TechDirect, on the TechDirect Integration (Optional) page, click Launch TechDirect. 8. Click Next. The Summary page is displayed. 9. Click Finish. The Site Health page is displayed.
8 Site Health The Site Health page enables you to identify and prioritize the most important issues on your site. You can view the following on the Site Health page. ● The number of devices in the following statuses: NOTE: If you are logged in with a Device Manager role, the device count that is displayed for Managed Devices, Staging Devices, and Unmanaged Devices includes devices only from the device groups that are within your scope. ○ Managed Devices—Displays the number of monitored devices.
● Proxy Status—Displays the details of the proxy server if SupportAssist connects to the Internet through a proxy server. If SupportAssist is connected to the Internet through a proxy server, the status is displayed as Proxy enabled. Else, the status is displayed as Proxy not enabled. ● Last Verified—Displays the date and time the connectivity status was last verified. 3.
9 Group devices for effective management and monitoring SupportAssist has two predefined device groups—Maintenance and Staging—that help you in managing the devices that you add. Depending on your requirement, you can also create custom device groups to manage certain devices as a group.
View devices in staging and maintenance—in a specific group Steps 1. From the OpenManage Enterprise menu, click Devices. 2. On the left pane, expand the PLUGIN GROUPS section, and click a SupportAssist group. The Staging and Maintenance legends of the doughnut chart displayed on the upper-right corner shows the number of devices that are in staging and maintenance, respectively in the group.
6. On the Devices page, click Select Devices. 7. In the All Devices dialog box, select the devices to add to the group, and then click Add Selected. To filter the devices, click Advanced Filters and select or enter data in the filter boxes. You can filter the devices by Health State, Power State, Connection State, Name, IP Address, Service Tag, Model, and Type. To disable the filter, click Clear All Filters. To view the devices added to the group, click the All Selected Devices tab.
To filter the devices, click Advanced Filters and select or enter data in the filter boxes. You can filter the devices by Health State, Power State, Connection State, Name, IP Address, Service Tag, Model, and Type. To disable the filter, click Clear All Filters. To view the devices added to the group, click the All Selected Devices tab. The number suffixed to the All Selected Devices tab title indicates the number of devices in the group. 9. Click Finish.
10 OpenManage Enterprise SupportAssist cases A support case is automatically created when an issue is detected on devices that are monitored by SupportAssist. The Cases page displays all cases that are created by SupportAssist. NOTE: ● SupportAssist automatically creates support cases for the issues detected on all monitored devices irrespective of the role and scope of the user logged in to OpenManage Enterprise.
● Case Options (Suspend, Resume, Request To Close)—The options to manage support cases that were opened by SupportAssist based on your requirement. The available options are: ○ Suspend—Request Technical Support to stop activities that are related to a support case for 24 hours. After 24 hours, Technical Support automatically resumes activities that are related to the support case. See Request to suspend case activities for 24 hours on page 27.
Request to suspend case activities for 24 hours About this task You can request Technical Support to stop activities that are related to a support case for 24 hours, if necessary. For example, you may want the Technical Support team to stop the activities for a support case in the following cases: ● To resolve the issue without any assistance from Technical Support. ● Not to receive any notifications that are related to the support case from Dell EMC during a planned maintenance activity.
Steps 1. From the Plugins menu, select SupportAssist > Cases. The Cases page displays the list of all cases that were opened by SupportAssist. 2. Select the support case that you want to suspend and click Request To Close. 3. Optionally, enter your reason for requesting to close the support case. 4. Click OK. The support case displays the appropriate status. NOTE: After you request to close a support case, Technical Support may contact you to get more information before closing the support case.
11 OpenManage Enterprise SupportAssist device collections Collections are files that contain information of the SupportAssist managed devices. SupportAssist collects device information from each device that you added, and then uploads the information securely to Dell EMC. The purge collections task runs automatically every day at 10 p.m. (time as on the server where SupportAssist is installed).
○ Failed ● COLLECTION STATUS—Displays the status of the collection. The possible statuses are: ○ Initiated ○ In Progress ○ Completed ○ Completed With Warnings ○ Completed Partially ○ Partial ○ Execution Failed ○ Cancel Initiated ○ Cancel In Progress ○ Cancelled ○ Aborted ● PERCENTAGE COMPLETE—The collection completing status in percentage. ● COLLECTION PURPOSE—Displays the purpose of the collection. ● CASE NUMBER—Identifies the case that is associated with this collection.
Steps 1. From the OpenManage Enterprise menu, click Devices. 2. To collect the device information from a device, in the All Devices list, click the device name. 3. On the page, click the SupportAssist tab, and then click Collections. 4. On the Collections, click Start Collection. The device collection will be automatically listed on the Collections page. See View collections on page 29.
2. Select the collections that you want to send to Dell EMC and click Upload. To upload a collection for a specific device, see Upload collection for a specific device on page 32. Upload collection for a specific device Steps 1. From the OpenManage Enterprise menu, click Devices. 2. To collect the device information from a device, in the All Devices list, click the device name. 3. On the page, click SupportAssist > Collections. 4.
Configuring collection settings on OpenManage Enterprise SupportAssist SupportAssist automatically collects system information from all devices at periodic intervals. SupportAssist also collects system information automatically from a device when a support case is created an issue in a device. Based on your preferences, you can configure the following: ● Automatic collection of system information when a support case is created or updated.
Enable or disable periodic validation of device inventory About this task By default, the device inventory validation is scheduled on a randomly determined day of every month at 11 PM. If necessary, you can change the schedule based on your requirement. Steps 1. From the Plugins menu, select SupportAssist > Settings. The Settings page is displayed. 2. On the Settings tab, select Schedule Tasks. The Schedule Tasks page is displayed. 3.
● Logs ● iSCSI data ● Fibre Channel data—Displays the WWN of the host device and port. NOTE: When you disable collection of identification information, some of the data about your company network (including the system log and SMART log) is not transmitted to the backend. This may prevent technical support from resolving issues that may occur on your devices.
12 Configuring OpenManage Enterprise SupportAssist settings The Settings tab enables you to configure the following: ● Internet connection settings for the servers on which OpenManage Enterprise SupportAssist is deployed ● Enable SupportAssist maintenance mode for all devices monitored using SupportAssist ● Collection of system information ● Contact and shipping information ● TechDirect integration ● Schedule device telemetry collection and device inventory validation ● Email notifications Topics: • • • •
4. Click Apply. The proxy settings are saved. Enable or disable SupportAssist maintenance mode About this task SupportAssist maintenance mode places all monitored devices in maintenance mode, suspends alert processing and automatic case creation. However, SupportAssist does not restricts other operations such as periodic and manual collections, connectivity check, and so on. In this mode, a yellow Maintenance Mode banner is displayed on top of the page.
Steps 1. From the OpenManage Enterprise menu, click Devices. 2. In the All Devices list, click the device name that you want to place it in SupportAssist Maintenance mode. 3. On the page, click SupportAssist > Device Info. 4. On the Device Info page, click Enable SupportAssist Maintenance. 5. To place the device in maintenance mode, in the confirmation message displayed, click Yes. A banner message is displayed that the device in SupportAssist maintenance mode.
Configure Shipping Details About this task Entering your dispatch preferences and shipping information enables Dell EMC to dispatch a replacement part for your device. NOTE: If a device is moved to a different location, ensure that the dispatch preferences and shipping information are updated. Steps 1. From the Plugins menu, select SupportAssist > Settings. 2. On the Settings page, click Shipping Details. 3.
Schedule collection and inventory validation About this task By default, periodic collection and inventory validation is scheduled on a randomly determined day on every month at 11 p.m. If necessary, you can change the schedule (day) based on your requirement. Steps 1. From the Plugins menu, select SupportAssist > Settings. 2. On the Settings page, click Schedule Tasks. 3.
Table 3. Types of email notifications (continued) Email notification type When the email notification is sent Unable to collect system information After a support case is created automatically for a device, but SupportAssist is unable to system information from the device. Unable to send the collected system information to Dell EMC After a support case is created automatically for a device, but SupportAssist is unable to send the collected system information from the device to Dell EMC.
13 OpenManage Enterprise SupportAssist product information The About page displays the OpenManage Enterprise SupportAssist version, publisher name, registration ID, serial number, and product overview. To access the About page, from the Plugins menu, click SupportAssist > About.
14 Disable OpenManage Enterprise SupportAssist About this task Disables all the functionality of SupportAssist on OpenManage Enterprise. NOTE: Ensure that you logged in to OpenManage Enterprise as an Admin. Only the user with Admin role can disable plugins in OpenManage Enterprise. NOTE: Disabling an plugin in OpenManage Enterprise restarts the appliance services. Steps 1. From the OpenManage Enterprise menu, click Application Settings > Console and Plugins. The Console and Plugins tab is displayed. 2.
15 Uninstall OpenManage Enterprise SupportAssist About this task You can uninstall SupportAssist from OpenManage Enterprise and remove all data associated with SupportAssist. NOTE: Ensure that you logged in to OpenManage Enterprise as an Admin. Only the user with Admin role can uninstall plugins in OpenManage Enterprise. Steps 1. From the OpenManage Enterprise menu, click Application Settings > Console and Plugins. The Console and Plugins tab is displayed. 2.
16 SupportAssist maintenance mode The SupportAssist maintenance mode functionality suspends the alert processing and automatic case creation capability of SupportAssist, thereby preventing the creation of unnecessary support cases during an alert storm or a planned maintenance activity. You can also enable the maintenance mode functionality before a planned maintenance activity to temporarily suspend the automatic case creation capability.
● If a device is placed in manual maintenance mode, the device continues to remain in manual maintenance mode even if global-level maintenance mode is enabled and then disabled. ● If a device is placed in automated maintenance mode, the device continues to remain in automated maintenance mode for 30 minutes even if the global-level maintenance mode is enabled and then disabled.
17 Alert policies in OpenManage Enterprise SupportAssist This chapter provides details on how SupportAssist processes alerts and automatically creates support cases.
Alert notifications in SupportAssist occur through automatic email notifications from Dell EMC Technical Support. If the device that generated the alert has a ProSupport or ProSupport Plus service entitlement, Dell Technical Support will also contact you by phone to assist you in resolving the issue. SupportAssist automates support case creation with Dell EMC. If the alerts generated by a device exceed the Dell EMC Support Services predefined alert threshold, a support case is automatically created.
infrastructure at Dell EMC. This may be done from time to time, as Dell EMC Technical Support and Engineering continue to incorporate experience from support case data with all customers. First occurrence policies The first occurrence policies represent all hardware-related events.
18 Error code appendix The following table lists the error codes, error messages, and possible resolutions. Table 4. Error code appendix Error code Error message Possible resolution SAE-010001 This request has an invalid status. The only available statuses are ENABLE or DISABLE. SAE-010002 Invalid request. The format of this request body must be a JSON. SAE-010003 Registration for this client is already in progress. Contact your network administrator for more information.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-010027 This request is blocked until the client has completed registration with Dell EMC backend. Wait for the registration to complete and try again. If the problem persists, contact technical support. SAE-010032 An error occurred while trying to log in to TechDirect. Check your connection to the Internet, and then try again. SAE-010033 An error occurred while trying to reach your gateway.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-010082 Unable to complete this operation because of a certificate error. Restart the service, and then try again. If the issue persists, contact technical support. SAE-010083 Unable to attempt this operation because connectivity is disabled. Verify that your plug-in is enabled and try again. If the issue persists, contact technical support.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-030005 Collection failed. Unable to collect the device telemetry from the device. Unable to collect the device telemetry from the device because the device is not available. SAE-030006 Collection failed. Retry the collection after a few minutes. SAE-030007 Operation failed. The gateway could not update the status of this collection in the database. Try again later.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-030028 Operation failed. The gateway cannot reach the Discovery Service. Check the gateway connectivity to Dell EMC backed. If the problem persists, contact technical support for assistance. SAE-030029 Operation failed because unable to retrieve the current customer registration details. Try again later. If the problem persists, contact technical support. SAE-030030 Operation failed.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-030048 Collection failed. The gateway could not delete this record due to an internal database error. Try again later. If the problem persists, contact technical support. SAE-030049 Collection upload failed. The gateway could not upload the collection results file to our servers. Check the gateway connectivity to Dell EMC backed. If the problem persists, contact technical support for assistance.
Table 4. Error code appendix (continued) Error code Error message SAE-030067 Collection failed. The gateway could not update the collection progress in the database. SAE-030068 Collection failed. The gateway could not update the error code for device collection. SAE-030069 Collection failed. The gateway could not complete an evidence collection. SAE-030070 Operation failed. An invalid evidence collection request.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-030090 Operation failed. The "order by" parameter is invalid. SAE-030091 Operation failed. The service tag value is invalid. Enter a valid service tag, and then try again. SAE-030092 Operation failed. The hostname or IP address is invalid. Enter a valid hostname and IP address, and then try again. SAE-030093 Operation failed. Invalid limit parameter. Change the limit parameter, and then try again.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-030400 The gateway could not start this download. The file is not available. SAE-030401 The gateway could not start this download. The file type is not supported. SAE-030402 The gateway could not start this download. A file detail parameter is required to download this file. Enter one, and then retry this request. SAE-030500 Collection failed. This device is not reachable.
Table 4. Error code appendix (continued) Error code Error message Possible resolution admin/root privileges for the device. To retry the collection, select the device, and then click Start Collection. SAE-030515 Connection error. The gateway could not connect to the device. Check your login credentials for the device in the gateway and that their associated user has admin or elevated privileges on the device and then retry the collection.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-030532 Collection failed. The gateway requires proxy authentication to reach this device. Check your proxy details for this device, then rerun the collection by selecting this device and clicking "Start Collection." SAE-030533 Collection failed. The gateway could not retrieve telemetry from this device because of a bad request. Try again later. If the problem persists, contact technical support for assistance.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-070201 Enter a valid Operation Type to continue. For more information about RESTful APIs exposed by OpenManage Enterprise SupportAssist, see Dell Developer Portal. SAE-070202 Enter a valid case ID to continue. For more information about RESTful APIs exposed by OpenManage Enterprise SupportAssist, see Dell Developer Portal. SAE-070203 The character limit has exceeded the max limit of 7500.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-070317 Request timed out. Either the server is not reachable or there is an issue with your connection. Check your Internet connection and proxy settings, and then try again. If the problem persists, contact technical support. SAE-070400 An unexpected error occurred. Try again later. If the problem persists, contact technical support. An unexpected error occurred. Try again later.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-071005 Unable to retrieve one or more cases. Try again later. If the problem persists, contact technical support. SAE-074001 Asset not found. Received an alert from a device that is not currently monitored by SupportAssist. To monitor the device from which you receive the alert, add the device. SAE-074002 Alert that is received from an inactive or staging device.
Table 4. Error code appendix (continued) Error code Error message Possible resolution SAE-074028 Unable to create a case. Contact technical support to check the status of your service tag. SAE-074029 An error related to maintenance mode has occurred. Disable maintenance mode to avoid similar type of errors. SAE-074600 An unknown error occurred. Try again after a few minutes. If the problem persists, contact technical support.
19 Accessing support content from the Dell EMC support site Access supporting content related to an array of systems management tools using direct links, going to the Dell EMC support site, or using a search engine. ● Direct links: ○ For Dell EMC Enterprise Systems Management and Dell EMC Remote Enterprise Systems Management—https:// www.dell.com/esmmanuals ○ For Dell EMC Virtualization Solutions—www.dell.com/virtualizationsolutions ○ For Dell EMC OpenManage—https://www.dell.
