Users Guide
Table Of Contents
- SupportAssist Enterprise Version 2.0.50 User's Guide
- Overview
- Getting started with SupportAssist Enterprise
- Setting up SupportAssist Enterprise for the local system
- Setting up SupportAssist Enterprise for remote devices
- Evaluating SupportAssist Enterprise
- Download the SupportAssist Enterprise installation package
- Installing or upgrading SupportAssist Enterprise
- Minimum requirements for installing and using SupportAssist Enterprise
- Installing SupportAssist Enterprise
- Upgrading SupportAssist Enterprise
- Migrating to SupportAssist Enterprise
- Using SupportAssist Enterprise without registration
- Register SupportAssist Enterprise
- Set up an SELinux enabled system to receive alerts
- Open the SupportAssist Enterprise user interface
- Log in to SupportAssist Enterprise
- Log out of SupportAssist Enterprise
- Adding devices
- Methods of adding devices
- Device types and applicable devices
- Add a server or hypervisor
- Add an iDRAC
- Add a chassis
- Add a Networking device
- Add a PowerVault storage array
- Add an EqualLogic PS Series storage solution
- Add a Compellent SC Series storage solution
- Add a Fluid File System NAS device
- Add a software
- Add a solution
- Add a virtual machine
- Add a device by duplication
- Managing device discovery rules
- Viewing cases and devices
- Monitoring site health
- Using Extensions
- Types of extensions
- Support for setting up adapter or Remote Collector
- Getting started with adding devices managed by systems management consoles
- Adapters overview
- Set up OpenManage Essentials adapter
- Set up the Microsoft System Center Operations Manager adapter
- Management Packs for inventorying devices managed by Operations Manager
- Set up OpenManage Enterprise adapter
- View the adapter overview pane
- View devices inventoried by the adapter
- Synchronize adapter
- Edit adapter
- Delete adapter
- Approximate time required to assign Credential Profile
- Remote Collectors overview
- Device grouping
- Managing device credentials
- Validating device inventory
- Maintaining SupportAssist Enterprise capability
- Enable or disable monitoring of a device
- Perform deep discovery
- Install or upgrade OMSA by using SupportAssist Enterprise
- Configure SNMP settings by using SupportAssist Enterprise
- View and update the contact information
- View and update parts dispatch information
- Integrate SupportAssist Enterprise with your TechDirect account
- Configure proxy server settings
- Connectivity test
- Test the case creation capability
- Clear the System Event Log
- Automatic update
- Delete a device
- Configuring email notifications
- Configuring collection settings
- Prerequisites for collecting system information
- Enable or disable the automatic collection of system information on case creation
- Enable or disable analytics collections
- Enable or disable the periodic collection of system information from all devices
- Enable or disable the collection of identity information
- Enable or disable the collection of system information
- Enable or disable the automatic upload of collections
- Enable or disable analytics collections
- Viewing collections
- Using SupportAssist Enterprise to collect and send system information
- Understanding maintenance mode
- SupportAssist Enterprise user groups
- Manually configuring SNMP settings
- Manually configuring the alert destination of a server
- Manually configuring the alert destination of a server by using the script file on server running Windows
- Manually configuring the alert destination of a server running Windows
- Manually configuring the alert destination of a server by using the script file on a server running Linux
- Manually configure alert destination of server running Linux
- Manually configure alert destination of iDRAC using the web interface
- Manually configure alert destination of networking device
- Manually configuring the alert destination of a server
- Managing SupportAssist Enterprise alerts in TechDirect
- Other useful information
- Monitoring servers for hardware issues
- Support for automatically installing or upgrading OMSA
- Support for automatically configuring SNMP settings
- Installing patch for SupportAssist Enterprise
- Enable or disable API interface settings
- Signing in to TechDirect
- Deep discovery
- Device correlation
- Association view
- Detection of hardware issues in attached storage devices
- Support for OEM devices
- Install Net-SNMP on a server running Linux
- Configure sudo access for SupportAssist Enterprise on server running Linux
- Ensuring successful communication between the SupportAssist Enterprise application and the SupportAssist server
- Accessing the SupportAssist Enterprise application logs
- Event storm handling
- Accessing the context-sensitive help
- View SupportAssist Enterprise product information
- Uninstalling SupportAssist Enterprise
- Identify series of PowerEdge server
- Troubleshooting
- Installing SupportAssist Enterprise
- SupportAssist Enterprise registration
- Opening the SupportAssist Enterprise user interface
- Logging in to SupportAssist Enterprise
- Unable to add device
- Unable to add adapter
- Unable to add Remote Collector
- Disconnected
- OMSA not installed
- SNMP not configured
- New version of OMSA available
- Unable to configure SNMP
- Unable to verify SNMP configuration
- Unable to install OMSA
- Unable to verify OMSA version
- OMSA not supported
- Unable to reach device
- Unable to gather system information
- Insufficient storage space to gather system information
- Unable to export collection
- Unable to send system information
- Authentication failed
- Clearing System Event Log failed
- Maintenance mode
- Auto update
- Unable to edit device credentials
- Automatic case creation
- Scheduled tasks
- SupportAssist Enterprise services
- Unable to view tool tips in Mozilla Firefox
- Other services
- Security
- Logs
- SupportAssist Enterprise user interface
- SupportAssist Enterprise Registration Wizard
- Login page
- Site Health
- Cases page
- Devices page
- Site Inventory Validation
- Device Groups page
- Manage Device Discovery Rule
- Manage Account Credentials
- Manage Credential Profiles
- Collections page
- Analytics Collections
- Extensions
- Settings
- Network Connectivity Test
- SupportAssist Enterprise test
- Error code appendix
- Other resources
Configure alert rules in TechDirect
About this task
Administrators in your organization can configure rules to determine how alerts created by SupportAssist are handled by the TechDirect
portal. For example, you can choose to automatically forward all alerts to technical support or have the alerts placed in your SupportAssist
alert queue for your support team to review and determine if the alert should be forwarded to Dell EMC.
Steps
1. Go to https://www.TechDirect.com.
The TechDirect home page is displayed.
2. Click Sign In, and then type your TechDirect user name and password.
The TechDirect Dashboard is displayed.
3. From the Services menu, click SupportAssist.
The SupportAssist page is displayed.
4. In the Configure Rules gadget, click Configure.
The Configure SupportAssist Alert Rules page is displayed.
5. In the Inactivity notification alert period field, type the desired duration.
6. For the Automated technical support case requests? option, select one of the following:
• Select Yes to directly forward all technical support alerts to Dell EMC.
• Select No to send all technical support alerts to your company’s SupportAssist Enterprise alerts queue for review by your support
team to determine if the alert should be forwarded to Dell EMC.
7. For the Auto-forward all Dispatch alerts to Dell? option, select one of the following:
• Select Yes to directly forward all parts dispatch alerts to Dell EMC.
• Select No to send all parts dispatch alerts to your company’s SupportAssist Enterprise alerts queue for review by your support
team to determine if the alert should be forwarded to Dell EMC.
The Group Management section is displayed if you have chosen to forward all parts dispatch alerts to Dell EMC.
8. Click Add Group Rule.
The group rules are used to identify the address where dispatched parts should be sent. Whenever a SupportAssist Enterprise alert is
forwarded to Dell EMC for parts dispatch, the address in the alert is compared with the addresses defined in the group rules. If there is
a match, the address information associated with that group rule is used to identify the address where the dispatched parts should be
sent.
9. On the Add Group Rule page, select one of the following options:
• By Country — Select this option if you want to route all auto-dispatches from a country to a specific address.
• By State/Province — Select this option if you want to route all auto-dispatches from a state or province to a specific address.
• By City — Select this option if you want to route all auto-dispatches from a city to a specific address.
• By ZIP/Postal Code — Select this option if you want to route all auto-dispatches with a ZIP/Postal Code to a specific address.
10. Enter the required details based on the option that you have selected in Step 8 and click Save Rule.
11. Click Save Alert Rules.
View SupportAssist Enterprise alerts in TechDirect
About this task
You can view SupportAssist Enterprise alerts in TechDirect after you set up TechDirect to receive alerts.
Steps
1. Go to https://www.TechDirect.com.
The TechDirect home page is displayed.
2. Click Sign In, and then type your TechDirect user name and password.
The TechDirect Dashboard is displayed.
3. From the Services menu, click SupportAssist.
The SupportAssist page is displayed.
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Managing SupportAssist Enterprise alerts in TechDirect