Users Guide

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. The following sections provide more information about the maintenance mode
functionality:
Topics:
• Global-level SupportAssist maintenance mode
• Group-level SupportAssist maintenance mode
• Device-level SupportAssist maintenance mode
Global-level SupportAssist maintenance mode
Global-level SupportAssist maintenance mode places all monitored devices in maintenance mode, suspending alert processing
and automatic case creation for all devices. While in global-level maintenance mode, SupportAssist displays a yellow
Maintenance Mode banner at the top of the page. You can enable global-level maintenance mode to prevent the creation
of unnecessary support cases during downtime or a routine maintenance activity. For instructions to enable global-level
maintenance mode, see Enable or disable SupportAssist maintenance mode on page 34.
Group-level SupportAssist maintenance mode
Group-level SupportAssist maintenance mode suspends alert processing and automatic case creation for a device group. For all
other monitored devices and device groups SupportAssist continues to process alerts and create support cases, if the alerts
qualify for case creation.
The global-level and group-level SupportAssist maintenance mode functionalities work independent of each other. If a device
group is placed in SupportAssist maintenance mode, the devices in group continues to remain in SupportAssist maintenance
mode even if global-level maintenance mode is enabled and then disabled. For the instructions on how to enable or disable
Group-level SupportAssist maintenance mode, see Enable or disable group-level SupportAssist maintenance mode on page 34.
Device-level SupportAssist maintenance mode
Device-level SupportAssist maintenance mode suspends alert processing and automatic case creation for a specific device. For
all other monitored devices, SupportAssist continues to process alerts and create support cases, if the alerts qualify for case
creation. Device-level SupportAssist maintenance mode is implemented as follows:
● Automated device-level maintenance mode—By default, if SupportAssist receives 10 or more valid hardware alerts
within 60 minutes from a specific device, SupportAssist automatically places that device in maintenance mode. The device
remains in maintenance mode for 30 minutes, enabling you to resolve the issue without creating additional support cases for
the device. An email notification is also sent to the primary and secondary contacts. and the device displays the maintenance
mode icon. After 30 minutes, the device is automatically removed from the maintenance mode, enabling SupportAssist
to resume normal alert processing for the device. If required, you can retain the device in maintenance mode until you
resolve the issue, by manually enabling maintenance mode. You can also remove a device from automated maintenance mode
before the 30-minute period. For instructions to enable or disable the device-level maintenance mode, see Enable or disable
device-level SupportAssist maintenance mode on page 34.
● Manual device-level maintenance mode—If you have a planned maintenance activity for a device, and do not want
SupportAssist to automatically create support cases, you can place that device in maintenance mode. After the maintenance
activity is completed, you can remove the device from the maintenance mode, enabling SupportAssist to resume processing
alerts from the device normally. For instructions to enable device-level maintenance mode, see Enable or disable device-level
SupportAssist maintenance mode on page 34.
The global-level and device-level SupportAssist maintenance modes work independent of each other. For example:
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