Support for Dell EMC OpenManage Enterprise SupportAssist

Dell EMC proactive and predictive monitoring and management support

• Plugin to the Dell EMC OpenManage Enterprise
• Improve data center efficiency
• Improve turnaround and downtime in resolving hardware issues

Dell EMC OpenManage Enterprise SupportAssist is a plug-in to the Dell EMC OpenManage Enterprise console that enables proactive and predictive monitoring and management support for your devices with ProSupport and ProSupport Plus entitlements. OpenManage Enterprise with SupportAssist provides a single, unified solution for your complete device life cycle management, proactive, and predictive support experience. SupportAssist improves the data center efficiency by enabling the administrator to seamlessly manage hardware failure incidents, reducing the time spent by Dell EMC 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 seamless integration.

Benefits of Dell EMC OpenManage Enterprise SupportAssist

• Monitors your devices, proactively detects hardware issues, and accelerates resolution by creating Technical Support cases automatically to Dell EMC.
• Enables you to provide your support and dispatch contacts (primary, secondary, and group) to Dell EMC.
• 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, SupportAssist 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. SupportAssist also provides predictive support and reporting by using the periodic hardware telemetry collections. The periodic collections enable Dell EMC 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 EMC OpenManage Enterprise SupportAssist

• 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 EMC OpenManage Enterprise SupportAssist

Dell EMC is constantly improving OpenManage Enterprise SupportAssist.

New in OpenManage Enterprise SupportAssist 1.0.2

• Added support for iDRAC9 4.40.00.00
• Fix for PowerEdge R740xd2 server and MX7000, M1000e, and FX2 chassis going to staging.
• Fix for updated iDRAC firmware not reflecting in SupportAssist page for a device.

New in OpenManage Enterprise SupportAssist 1.0.1

• Resolved registratrion issue with proxy servers
• Resolved LDAP/AD login and authentication issues

New in OpenManage Enterprise SupportAssist 1.0

• Initial release of OpenManage Enterprise SupportAssist.

Refer to the OpenManage Enterprise SupportAssist Version 1.0 Release Notes for the complete list of enhancements, limitations, fixed issues, and known issues.

Entitlements for OpenManage Enterprise SupportAssist

Dell EMC OpenManage Enterprise SupportAssist is free to use. The following table provides a summary of capabilities entitlements dependant of the monitored device service contract.

Download and install for Dell EMC OpenManage Enterprise SupportAssist

SupportAssist is a plug-in for the Dell EMC OpenManage Enterprise (minimum version 3.5). To download and install or upgrade this plug-in:

1. Connectivity to the SupportAssist plug-in
   • Online repository: Ensure connectivity to the downloads.dell.com portal from OpenManage Enterprise
   • Offline repository: Download the SupportAssist plug-in files and extract to your offline repository
2. Launch Dell EMC OpenManage Enterprise.
3. From the Application Settings menu, select Console and Plugins. The Console and Plugins page is displayed.
4. On the Console and Plugins page, in the SupportAssist section, click Install. The Install Plugin window is displayed.
5. From the Available Version(s) list, select the OpenManage Enterprise SupportAssist version, and then click Download Plugin. After OpenManage Enterprise SupportAssist is downloaded successfully, the status that appears on the top of the SupportAssist section changes from Available to Downloaded.
6. To install the OpenManage Enterprise SupportAssist, click Install. The Install Plugin window is displayed.
7. On the Install Plugin window, review and ensure that you meet the list of prerequisites that are mentioned in the Prerequisite section, and then click Install Plugin. The install operation validates the prerequisites to install SupportAssist. If installation prerequisites are not fulfilled, an appropriate error message is displayed.
8. On the Confirmation window, select the I agree that I have captured a snapshot of the OpenManage Enterprise appliance prior to performing a plugin action option, and then click Confirm Install. The status of installation operation is displayed. After the successful installation of SupportAssist, the status that appears on the top of the SupportAssist section changes from Available to Installed.

Resources for Dell EMC OpenManage Enterprise SupportAssist

Community

Engage in the OpenManage Systems Management community to find:

• Boards to post questions and answers
• Blogs to read and comment on articles
• Idea exchanges to improve products and vote for ideas that other community members have posted
• And more....

Documentation

Refer to Dell EMC OpenManage Enterprise SupportAssist Documentation for the latest documentation.

White Papers

Getting started with OpenManage Enterprise & SupportAssist

September 2020
1 page brochure

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SupportAssist for enterprise systems integrates with OpenManage Enterprise as a plugin, 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.

Read the brochure

Device Onboarding with OpenManage Enterprise

September 2017
3 page tech note

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OpenManage Enterprise is both a monitoring and a management tool. This tech note describes how to enable server management using administrator privileges, or to simply monitor them using reduced, non-administrator privileges.

Read the tech note

Videos