Support for Dell OpenManage Enterprise Services (previously OpenManage Enterprise SupportAssist)
Sommaire:
Dell OpenManage Enterprise Services is a plug-in to the Dell OpenManage Enterprise console that enables proactive and predictive monitoring and management support for your devices with
ProSupport and ProSupport Plus entitlements.
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Dell proactive and predictive monitoring and management support
Plugin to the Dell OpenManage Enterprise
Improve data center efficiency
Improve turnaround and downtime in resolving hardware issues
Dell OpenManage Enterprise Services (previously OpenManage Enterprise SupportAssist) is a plug-in to the Dell OpenManage Enterprise console that enables proactive and predictive monitoring and management support for your devices with ProSupport and ProSupport Plus entitlements. OpenManage Enterprise with Services plug-in provides a single, unified solution for your complete device life cycle management, proactive, and predictive support experience. Services improves the data center efficiency by enabling the administrator to seamlessly manage hardware failure incidents, reducing the time spent by Dell Technical Support, and improving the turnaround and downtime in resolving the hardware issues. This plug-in is a vital piece of the OpenManage portfolio and provides integration.
Monitors your devices, proactively detects hardware issues, and accelerates resolution by creating Technical Support cases automatically to Dell.
Enables you to provide your support and dispatch contacts (primary, secondary, and group) to Dell
Improves productivity by replacing manual routine operations with automated support
Predictive issue detection by using the periodic hardware telemetry collections, which enables preventive measures to avoid data loss in future.
Expedites dispatch process
When an issue is detected, Services collects and uploads the system information required for troubleshooting an issue. The collected system information helps Technical Support to provide you an enhanced, personalized, and efficient support experience. Services also provides predictive support and reporting by using the periodic hardware telemetry collections. The periodic collections enable Dell to perform advanced analytics, predict future failures, and inform you about the due time to back up and resolve failures in advance.
Features of Dell OpenManage Enterprise Services
Proactive detection and predictive response of hardware failures with automated case creation
Proactive response from Dell Technical Support
Expedited parts dispatch and service enablement capabilities
Automated email notification
Enhancements to Dell OpenManage Enterprise Services
Dell is constantly improving OpenManage Enterprise Services.
Dell's latest version of the Services plugin is the OpenManage Enterprise Service Plugin v4.0
New Features in OpenManage Enterprise Services 4.0:
Default Install
The Services Plugin can be automatically installed without manual intervention in OpenManage Enterprise 4.0
On-demand Telemetry Collection
Dell technical support can trigger collections from the devices that are managed by the Services plugin. This helps support provide you with an enhanced, personalized, and efficient support experience.
Search cases by hostnames
Added support to search cases and collections that are associated with a hostname.
Conversion of OME Services Plugin alerts to ESE (Embedded Service Enabler) format.
OpenManage Enterprise Services plug-in 2.0.1 includes support for latest PowerEdge iDRAC firmware 6.00.02.00
In addition, the following major features are available with OpenManage Enterprise Services plug-in 2.0:
Device support enhancements:
For Network switches, enabled Services capabilities such as proactive and predictive detection of hardware failures, automatic case creation, log collection, and so on.
Case enhancements:
Alert queuing to process alerts even if Dell backend connectivity is down.
Test case creation capabilities - to test if each device can create a case after DC network management or power cycle scenarios.
Collections enhancements:
Support for weekly periodic collections.
Support for purge collections to optimize storage capacity based on storage size and time.
Search enhancements:
Include cases and collections in search.
Revalidation of devices:
Now customers can force revalidation of their inventory after completing remediation of pending issues which had sent device to staging state.
Policy configuration updates:
Enable automatic and manual update for alert policy configuration and device configuration updates.
Contact enhancements:
Added support to set the contact hours to any time for the primary contact, secondary contact, and primary shipping contact.
Dashboard enhancements:
Doughnut chart that displays the total number of support cases categorized based on support case status.
Doughnut chart that displays the total number of devices categorized based on managed, unmanaged, and staging devices.
The number of alerts that are yet to be processed by the Services.
The link to launch TechDirect.
Entitlements for OpenManage Enterprise Services
Dell OpenManage Enterprise Services is free to use. The following table provides a summary of capabilities entitlements dependent on the monitored device service contract.
OpenManage Enterprise Services capability
Description
Basic Warranty
ProSupport
ProSupport Plus
Proactive detection of hardware failures
Services receives alerts for hardware events that occur in monitored devices and proactively determines if the alerts indicate a hardware failure.
Supported
Supported
Supported
Predictive detection of hardware failures
Intelligent analysis of data collected from a monitored device is used to predict hardware failures that may occur in future.
Not Supported
Not Supported
Supported
Automated data collection
Data required for troubleshooting a hardware failure is automatically collected from the monitored device and sent securely to Dell.
Supported
Supported
Supported
Automated support case creation
When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Dell Technical Support.
Not Supported
Supported
Supported
Automated email notification
An email notification about the support case or issue is automatically sent to your company's primary and secondary SupportAssist contacts.
Not Supported
Supported
Supported
Proactive response from Dell Technical Support
A Dell Technical Support agent contacts you proactively about the support case and helps you resolve the issue.
Not Supported
Supported
Supported
Expedited parts dispatch
After the verification of the collected system information, if the Dell Technical Support agent determines that a part requires a replacement to resolve the issue, a replacement part is dispatched to you based on the dispatch preferences that you configure in SupportAssist.
Not Supported
Supported
Supported
Download and install for Dell OpenManage Enterprise Services
Services 3.0 is a plug-in for the Dell OpenManage Enterprise (v3.10 or later). To download and install or upgrade this plug-in:
Detect the plug-in using Update Settings in the Console and Plugins page. Next, install the plug-in from the SupportAssist section in the Consoles and Plugins page or upgrade from a previous version.
Administrator rights are required for installing and configuring settings of Services.
From the Application Settings menu, select Console and Plugins. The Console and Plugins page is displayed.
On the Console and Plugins page, in the Services section, click on Install. The Install Plugin window is displayed.
On the Install Plugin window, from the available versions list, select the OpenManage Enterprise Services version.
Review and ensure that the list of prerequisites are met.
After the plug-in is downloaded, and the status of the download is displayed.
On the Install Plugin window, click Install Plugin. The install operation validates the prerequisites to install Services. If installation prerequisites are not fulfilled, an appropriate error message is displayed.
On the END USER LICENSE AGREEMENT page, read the license agreement, and click Accept.
On the INFRASTRUCTURE TELEMENT NOTICE page, read the telemetry notice, and click Accept.
On the Confirmation window, select the I agree that I have captured a snapshot of the OpenManage Enterprise appliance prior to performing a plug-in action option, and then click Confirm Install. The status of installation operation is displayed. After the successful installation of Services, the status that appears on the top of the Services section changes from Available to Installed.
Go to SupportAssist > Settings and note all the SupportAssist settings that you configured, such as collection and schedule preferences.
Do one of the following:
Click View now in the banner message that is displayed whenever a new version of a plug-in is available for upgrade.
From the Application Settings menu, click Console and Plugins.
The Console and plugins page is displayed.
In the Services section, click Update Available. The Update Plugin page is displayed.
Select the Services version, and then Download Plugin. The plug-in is downloaded, and the status of the download is displayed on a green color band.
To update Services, click Update Plugin. In the Confirmation window, select the I agree that I have captured a snapshot of the OpenManage Enterprise appliance prior to performing a plug-in action option, and then click Update. After upgrade operation is complete, the version is displayed in the Services section.
Go to Services > Settings, and then reapply the Services plug-in settings that you have noted in step 2.
Getting started with OpenManage Enterprise and SupportAssist
September 2020
One page brochure
SupportAssist for enterprise systems integrates with OpenManage Enterprise as a plug-in, streamlining your services experience. SupportAssist is our auto case creation and remote monitoring technology that enables Dell Technologies support to resolve issues with minimal effort from your team, replacing manual routines and downtime with automated support.
September 2017
Three page tech note
OpenManage Enterprise is both a monitoring and a management tool. This tech note describes how to enable server management using administrator privileges, or to monitor them using reduced, nonadministrator privileges.
OpenManage Enterprise and FlexSelect Plugin Architecture
The OpenManage Enterprise console can be expanded with a plug-in architecture to include Power Manager, SupportAssist, and Update Manager plugins.
November 2020
OpenManage Enterprise Console
OpenManage Enterprise console simplifies management by providing powerful automation capabilities, enabling admins to extend their span of control and use of time.
August 2019
OpenManage Enterprise Overview
OpenManage Enterprise empowers IT pros with intelligent automation that delivers real-time efficiencies and cost savings.
March 2019
Discovering devices
How to discover Dell devices in OpenManage Enterprise