SupportAssist saves time and streamlines the technical
support cases. A collection based on an event creates an open service
request with SupportAssist. Scheduled collections helps to monitor
and maintain your environment. These collections include the hardware
data, RAID controller logs, OS, and Application Data. The features
supported are :
-
SupportAssist Registration — iSM supports the SupportAssist Registration. This is a one time
activity. You can enter the required details such as name, email,
address, and number to complete the registration.
-
SupportAssist Collection— The
SupportAssist Collection feature in iDRAC collects information about
the hardware, OS and relevant application data and compresses this
information.
SupportAssist also provides:
- Proactive issue identification
- Automated case creation
- Support contact initiated by a Dell technical support
agent
-
NOTE: You must complete
the registration to take the advantages of SupportAssist.
You can view the following items in the SupportAssist
dashboard.
Service Request Summary
In the Service Request Summary session, you can view
the details of the following requests:
Support Assist Overview
You can view the
Service Contract details such as Contract Type and Expiration Date and the
Automatic Collection settings details in this session.
On the
Service Requests tab,
you can also view the list of requests created and the status, description,
source, service request ID, date opened, the date closed, and so on.
If you click the
Collection Log tab, you can view the collection time, job ID, collection type,
data collected, collection status, sent time, and so on.
-
NOTE: Starting from
14th generation of servers, when you manually initiate SupportAssist
collection from iDRAC, the USB mass storage device is not exposed
to the host OS. The transfer of OS Collector files and the collected
log files is handled internally between iDRAC and iSM.