Users Guide
Table Of Contents
- Dell EMC OpenManage Enterprise SupportAssist Version 1.0 User's Guide
- Tables
- About OpenManage Enterprise SupportAssist
- OpenManage Enterprise SupportAssist capabilities available with Dell service contracts
- OpenManage Enterprise SupportAssist support matrix
- Role-based user privileges for OpenManage Enterprise SupportAssist
- Installing OpenManage Enterprise SupportAssist
- Getting started with OpenManage Enterprise SupportAssist
- Site Health
- Group devices for effective management and monitoring
- OpenManage Enterprise SupportAssist cases
- OpenManage Enterprise SupportAssist device collections
- View collections
- Using SupportAssist to collect and send system information
- Configuring collection settings on OpenManage Enterprise SupportAssist
- Prerequisites for collecting system information
- Enable or disable automatic collection of system information on support case creation
- Enable or disable periodic validation of device inventory
- Enable or disable periodic collection of system information
- Enable or disable collection of identity information
- Filter components of device collections
- Configuring OpenManage Enterprise SupportAssist settings
- Configure proxy server settings
- Enable or disable SupportAssist maintenance mode
- Enable or disable group-level SupportAssist maintenance mode
- Enable or disable device-level SupportAssist maintenance mode
- Collection preferences
- Contact Details
- Configure contact information
- Configure Shipping Details
- Schedule collection and inventory validation
- Configure email notification settings
- OpenManage Enterprise SupportAssist product information
- Disable OpenManage Enterprise SupportAssist
- Uninstall OpenManage Enterprise SupportAssist
- Guidelines for Migrating and Restoring OpenManage Enterprise Appliance (with SupportAssist Plugin)
- SupportAssist maintenance mode
- Alert policies in OpenManage Enterprise SupportAssist
- Which hardware faults does SupportAssist monitor?
- What happens when a hardware issue is detected by SupportAsist?
- How and where am I notified by OpenManage Enterprise SupportAssist about device alerts?
- What is the response time for resolving my OpenManage Enterprise SupportAssist case?
- What alerts open predictive support cases in advance of hardware failures?
- What if I require assistance for deploying installing OpenManage Enterprise SupportAssist?
- Alert threshold
- First occurrence policies
- Repeat occurrence policies
- Accessing support content from the Dell EMC support site
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. Enable this mode to prevent
the creation of support cases during downtime or a routine maintenance activity. For more information about SupportAssist
maintenance mode, see SupportAssist maintenance mode on page 43.
Steps
1. From the Plugins menu, select SupportAssist > Settings.
2. On the Settings page, click SupportAssist Maintanance.
3. To enable maintenance mode, select Suspend SupportAssist activities (including case creation and collection) for all
supported devices.
4. To place all monitored devices in maintenance mode, on the confirmation message displayed, click Yes.
Results
If SupportAssist Maintenance Mode is enabled, a Maintenance mode banner is displayed on the OpenManage Enterprise
SupportAssist user interface.
Enable or disable group-level SupportAssist
maintenance mode
About this task
If you have a planned maintenance activity for a device group and do not want SupportAssist to process alerts from the devices
in the group, you can place that device group in maintenance mode. After the maintenance activity is completed, you can
remove the device group from the maintenance mode, enabling SupportAssist to process alerts from the device normally. For
more information about SupportAssist maintenance mode, see SupportAssist maintenance mode on page 43.
Steps
1. From the OpenManage Enterprise menu, click Devices.
2. In the left pane, in the PLUGIN GROUPS section, expand the SupportAssist group.
3. To place a device group in SupportAssist Maintenance mode, click the vertical ellipses next the group, and click
Enable SupportAssist Maintenance mode from the list. To disable the SupportAssist Maintenance mode, click Disable
SupportAssist Maintenance mode.
Enable or disable device-level SupportAssist
maintenance mode
About this task
If you have a planned maintenance activity for a specific device and do not want SupportAssist to process alerts from that
device, you can place the device in maintenance mode. After the maintenance activity is completed, you can remove device
from maintenance mode, enabling SupportAssist to process alerts from the device normally. For more information about
SupportAssist maintenance mode, see SupportAssist maintenance mode on page 43.
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Configuring OpenManage Enterprise SupportAssist settings