In this video, we demonstrate how to view and manage support cases and telemetry collections performed on devices in secure connect gateway. Apart from periodic collections, secure connect gateway collects telemetry to analyze and troubleshoot an issue. Depending on the service contract for the device, a case is created for an issue detected on the device. For information about the device types or models on which collections are performed or cases are created see the User’s Guides available at: - For virtual edition - https://www.dell.com/SCG-VE-docs - For application edition - https://www.dell.com/SCG-App-docs.
In this video, we demonstrate how to view and manage cases and telemetry collections performed on the devices. To begin, let’s see how to view the collections performed on the devices. In the Telemetry menu, click Telemetry collections to view the single and multiple device collections performed on the devices. You can view, download, and upload the collections from this page.
To view collections for a specific device, go to the Manage devices page and click the device name. On the top-left corner, the list of collections performed is displayed. Select a collection and click View to open the configuration viewer or click Download to save the collection.
Next, let’s see about analytics telemetry. Secure connect gateway also collects analytics telemetry every Thursday at 1 AM from iDRAC9 or later installed with firmware version 4.x or later, SMART capable drivers, and an active datacenter license.
To view analytics telemetry, click Analytics telemetry in the Telemetry menu. To save a collection to your system, click the link in File download column. Now, let’s see how to configure telemetry settings in secure connect gateway. Secure connect gateway performs periodic collections on a preconfigured day every month. You can modify the day when collections must be performed from the Automated tasks page in the Settings menu.
In the Collect system state information section, ensure that the option is selected, select the required day of the month. To disable analytics collection, clear the check box selected in the Automatically collect data for analytics section and click Apply. To configure the type of telemetry that must be included in the collections, go to the Telemetry settings page.
In addition to periodic collections, you can manually initiate a collection for single or multiple devices from the Manage devices page. Select the devices, select the purpose of the collection, and click Start. Optionally, enter additional details about the collection, select the option to upload the collection to the backend, and click Continue. You can track the collection progress on the Telemetry collections page.
After analyzing a collection, if a support case is required to be created for the device, secure connect gateway automatically creates a support case for the device depending on your service contract. All the cases that are created are displayed on the Cases page. For certain device types, you can request Dell technical support to suspend, resume, or close a support case. For the list of supported device types or models, see the User’s Guide or Support Matrix documents using the link provided in the video description.
To view the cases created for a specific device, click the device name in the Manage devices page, and from the Tasks list, click Check for cases. For more information or support about secure connect gateway, visit the links provided in the video description.
