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Go to SolutionHow to Test SupportAssist Case Creation
Hello All,
I'm wondering if there is a way to test the case creation part of Dell SupportAssist. I have configured OME and added all my servers to it. I'm seeing my servers in OME and receiving alerts to my email. My SupportAssist is seeing the servers added to OME.
But, for example I have one of the servers that have an alert for memory that is marked as critical, but no case is created.
I have installed OME 1.2 and SupportAssist 1.2.1.
Any help would be appreciated. Thanks
Edgardo
The issue I was having had to do with my local firewall. The SNMP traps were not reaching the OME Server. I was getting the status alerts but not the traps. That's why the trapids like 3004 were not generating a case. The troubleshooting assistant is a great tool.
Right now everything is working fine.
Thanks Joe B for your help
Not all alerts will create a case instantly. Some have a threshold limit for example 2 alerts need to happen within an hour or 5 alerts in 5 hours.
Could you give us the Trap/Event information from the alert? It may have been filtered out Or attach the log or the portion of the log.
If you OMSA installed on the discovered server you can change the temperature settings to trigger an alert. This would need to be done 5 times for the case to be created.
- Change the Threshold Settings to “Set to Values”
- Change the “Minimum Warning Threshold = 40”
- Click Apply
- Verify that OME has registered the Alerts
- Set back to default or minimum threshold to 8
- Click Apply
- Repeat 2 – 6 until you get 5 alerts
cameronredux
2 Intern
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615 Posts
3884
0
Posted February 24th, 2014 16:00
What trap destination are you sending your DRAC alerts to and have you sent tests from drac and confirmed they arrived at your trap?
I use the same trap on my windows server for receiving traps for OME and Support Assist. If you are doing the same you should see the tests arrive in ome.
- I did the temperature threshold change 5 times and got the 5 Warming alerts. Still no case is created in SupportAssist. Do I need to wait an hour or more so the case reach SupportAssist? Would you be so kind to tell me how can I get the logs for those alerts to send them to you. Thank you very much for your prompt response to the initial question.
The log file is located under:
C:\Program Files (x86)\Dell\Dell Integrated Support\logs
If you wanted to send yesterday’s alerts the log file will have yesterday’s date (log-file.txt20140224)
OR
If you go to SupportAssist under Help > About and let me know your clientID I’ll be able to look at the logs.
jbilinski
7 Practitioner
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146 Posts
4326
0
Posted February 26th, 2014 07:00
As I stated in a previous post trapid 3004 gets filtered out because it’s not part of the policy table. I’ll have to investigate this trapid with the policy team to see why it’s not included. I would think pulling the power cord would be valid. Anyway I’d like to help with the OMSA temperature alerts to see if we can get you a case created. I would like to take the conversation off the community site and work one on one.
I believe I have your email domain so if I send an email to your local part "pr-it" will that reach you or could you post your local part of the email (not entire email address) and I'll email you and get a WebEx session setup.