Support Assist auto case creation issue

Hi Jean,

first I would like you to try discovering the server via its iDRAC (out-of-band) instead and check again if it works now. This is the recommended way of device discovery.

If you do not have an option for out-of-band discovery please create a debug application log as follows and send it over. You can attach it as long as it it not bigger than 5Megs. Otherwise, you can send it over via email:

Instructions on collecting debug logs:

Go to

/opt/dell/supportassist/config 

Make a copy of log4j2.xml as backup, so you preserve the original, such as log4j2_info_mode.xml
Edit the original file by searching for line

Change the value info in this line to debug (see the specific entries below)
Restart the Dell EMC SupportAssist Enterprise service in services.msc console

This section needs to have INFO changed to DEBUG:

Should look like this:

Attention: Please change back when done debugging!

Application Logs
Log Location: /opt/dell/supportassist/logs
Error File: application

Hi Stephan,

Thank you for your feedback.

Let me apply your instructions and revert back to you.

Thank

Hi Stephan,

Currently I cannot perform discovery from iDRAC because the network flows involved are not opened. However I have collected logs as required. .

Can you share your email address so that I send you the file?

Thank.

Hi Jean,

you can send it over via email.

Cheers
Stefan

Hi Stephan,

I have sent the logs by email.

Regards.

Hi Jean,

thanks for the log file. I looked through it finding that there is an actual open case for one system. Looks like this one was manually opened by you. As long as there is an open case, SAE will not create a new one.

Then I see, that OMSA is not installed on the machine, can you please install OMSA on each machine where you have to use the in-band discovery.

Finally, I see that you're trying to create cases by using special Trap IDs like FAN0001. I know, you mentioned that in your initial post, just want to confirm that I saw it in the log file. - Got information that such trap IDs do not work to create a case, the only way to actually check if everything goes well, is the built-in case creation test.

I had a look at the open case, you are in contact with a guy from SST, thats perfect, those guys are the software specialists and will find a solution, as long as there is an issue.

Cheers
Stefan

Hello Stephan,

Thank you for your clarifications.

I will apply your instructions and keep you informed about the result.

Many thanks for your help.

Regards.

Hi Stephan,

I hope you are fine.

I have added servers to SupportAssist by using "iDRAC device type" and it is working now.

Thank you very much for your help.