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Support for Dell EMC OpenManage Enterprise Services (previously OpenManage Enterprise SupportAssist)

Summary: Dell EMC OpenManage Enterprise Services is a plugin to the Dell EMC OpenManage Enterprise console that enables proactive and predictive monitoring and management support for yourSee more

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Article Content


Symptoms

OpenManage Enterprise Services Plugin

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 Services (previously 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 Services plug-in provides a single, unified solution for your complete device life cycle management, proactive, and predictive support experience. Services 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 Services

  • 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, Services 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. Services 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.

 
 

Dell EMC OpenManage Enterprise Services Menu

Features of Dell EMC OpenManage Enterprise Services

  • 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
 
 

Dell EMC OpenManage Enterprise Services Dashboard

Enhancements to Dell EMC OpenManage Enterprise Services

Dell EMC is constantly improving OpenManage Enterprise Services.

New Features in OpenManage Enterprise Services 2.0.1, 2.0

OME Services Plugin 2.0.1 (for OME 3.9)
Key new features:
  • OME Services plugin 2.0.1 includes support for latest PowerEdge iDRAC firmware 6.00.02.00
In addition to the following major features available with OME Services plugin 2.0:
  • Device support enhancements:
    • For Network switches, enabled Services capabilities such as proactive and predictive detection of hardware failures, automatic case creation, log collection, and so on.
  • Case enhancements:
    • Alert queuing to process alerts even if Dell backend connectivity is down.
    • Test case creation capabilities – to test if each device is capable of creating a case after DC network management / power cycle scenarios.
  • Collections enhancements:
    • Support for weekly periodic collections.
    • Support for purge collections to optimize storage capacity based on storage size and time.
  • Search enhancements:
    • Include cases and collections in search.
  • Revalidation of devices:
    • Now customers can force revalidation of their inventory after completing remediation of pending issues which had sent device to staging state.
  • Policy configuration updates:
    • Enable automatic and manual update for alert policy configuration and device configuration updates.
  • Contact enhancements:
    • Added support to set the contact hours to any time for the primary contact, secondary contact, and primary shipping contact.
  • Dashboard enhancements:
    • Doughnut chart that displays the total number of support cases categorized based on support case status.
    • Doughnut chart that displays the total number of devices categorized based on managed, unmanaged, and staging devices.
    • The number of alerts that are yet to be processed by the Services.
    • The link to launch TechDirect.

 

Entitlements for OpenManage Enterprise Services

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

OpenManage Enterprise Services capability Description Basic Warranty ProSupport ProSupport Plus
Proactive detection of hardware failures Services receives alerts for hardware events that occur in monitored devices and proactively determines if the alerts indicate a hardware failure. Supported Supported Supported
Predictive detection of hardware failures Intelligent analysis of data collected from a monitored device is used to predict hardware failures that may occur in future. Not Supported Not Supported Supported
Automated data collection Data required for troubleshooting a hardware failure is automatically collected from the monitored device and sent securely to Dell. Supported Supported Supported
Automated support case creation When a hardware failure is detected either proactively or predictively, a Service Request is automatically created with Dell Technical Support. Not Supported Supported Supported
Automated email notification An email notification about the support case or issue is automatically sent to your company's primary and secondary SupportAssist contacts. Not Supported Supported Supported
Proactive response from Dell Technical Support A Dell Technical Support agent contacts you proactively about the support case and helps you resolve the issue. Not Supported Supported Supported
Expedited parts dispatch After the verification of the collected system information, if the Dell Technical Support agent determines that a part requires a replacement to resolve the issue, a replacement part is dispatched to you based on the dispatch preferences that you configure in SupportAssist. Not Supported Supported Supported
 
 

Dell EMC OpenManage Enterprise Services

Download and install for Dell EMC OpenManage Enterprise Services

Services 2.0.1 is a plug-in for the Dell EMC OpenManage Enterprise  (v3.9 or later). To download and install or upgrade this plug-in:

Detect the plugin using Update Settings in the Console and Plugins page. Next, install the plugin from the SupportAssist section in the Consoles and Plugins page or upgrade from a previous version.
While you deploy OpenManage Enterprise Services plug-in within OpenManage Enterprise, which is the recommended solution for proactive and predictive monitoring, ensure that:
  • If Secure Connect Gateway (previously known as SupportAssist Enterprise) standalone application 2.0.50 or lower deployed in your data center, delete the OpenManage Enterprise adapter from the Secure Connect Gateway application to avoid duplicate management and serviceability functions.
  • If Secure Connect Gateway virtual appliance (formally known as SupportAssist Enterprise) standalone virtual appliance 4.x deployed in your data center, delete the OpenManage Enterprise adapter from the Secure Connect Gateway virtual appliance to avoid duplicate management and serviceability functions.
However, if you have deployed Secure Connect Gateway application 2.0.60 and later, the standalone Secure Connect Gateway application ensures no duplicate management and serviceability functions even if OpenManage Enterprise Services plugin and Secure Connect Gateway 2.0.60 application co-exist. In this case, OpenManage Enterprise Services plugin takes precedence in alert processing and case creation.
Administrator rights are required for installing and configuring settings of Services.
  1. Connectivity to the Services plug-in
  2. Launch Dell EMC OpenManage Enterprise.
  3. From the Application Settings menu, select Console and Plugins. The Console and Plugins page is displayed.
  4. Click Update Settings.
  5. Select Manual. This option allows the manual check of updates from a specified source.
    Automatic update is not supported for detecting Services.
  6. Select the source: online or offline, where the updates are to be applied.
  7. Click Apply
    Services must be installed manually after the plugin is detected.
  1. Launch Dell EMC OpenManage Enterprise.
  2. From the Application Settings menu, select Console and Plugins. The Console and Plugins page is displayed.
  3. On the Console and Plugins page, in the Services section, click on Install. The Install Plugin window is displayed.
  4. On the Install Plugin window, from the available versions list, select the OpenManage Enterprise Services version.
  5. Review and ensure the list of prerequisites are met.
  6. After the plugin is downloaded, and the status of the download is displayed.
  7. On the Install Plugin window, click Install Plugin. The install operation validates the prerequisites to install Services. If installation prerequisites are not fulfilled, an appropriate error message is displayed.
  8. On the END USER LICENSE AGREEMENT page, read the license agreement, and click Accept.
  9. On the INFRASTRUCTURE TELEMENT NOTICE page, read the telemetry notice, and click Accept.
  10. 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 Services, the status that appears on the top of the Services section changes from Available to Installed.
Register OpenManage Enterprise Services to monitor your devices for hardware issues and automatically collect device information. See OpenManage Enterprises Services Users Guide, Register OpenManage Enterprise Services for additional information.
  1. Launch OpenManage Enterprise.
  2. Go to SupportAssist > Settings and note all the SupportAssist settings that you configured, such as collection and schedule preferences.
  3. Do one of the following:
    • Click View now in the banner message that is displayed whenever a new version of a plug-in is available for upgrade.
    • From the Application Settings menu, click Console and Plugins.
    The Console and plugins page is displayed.
  4. In the Services section, click Update Available. The Update Plugin page is displayed.
  5. Select the Services version, and then Download Plugin. The plug-in is downloaded, and the status of the download is displayed on a green color band.
  6. To update Services, click Update Plugin. In 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 Update. After upgrade operation is complete, the version is displayed in the Services section.
  7. Go to Services > Settings, and then reapply the Services plugin settings that you have noted in step 2.
 
 
 

Resources for Dell EMC OpenManage Enterprise Services

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 Services Documentation for the latest documentation.

White Papers

Getting started with OpenManage Enterprise & SupportAssist


September 2020
1 page brochure
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
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

OpenManage Enterprise and FlexSelect Plugin Architecture


The OpenManage Enterprise console can be expanded with a plug-in architecture to include Power Manager, SupportAssist, and Update Manager plugins.

November 2020

OpenManage Enterprise Console


OpenManage Enterprise console simplifies management by providing powerful automation capabilities, enabling admins to extend their span of control and use of time.

August 2019

OpenManage Enterprise Overview


OpenManage Enterprise empowers IT pros with intelligent automation that delivers real-time efficiencies and cost savings

March 2019

Discovering devices


How to discover Dell EMC devices in OpenManage Enterprise

February 2019

Cause

Dell

Resolution

Dell Technologies 2022

Article Properties


Affected Product

OpenManage Enterprise SupportAssist

Product

Dell EMC OpenManage Enterprise, OpenManage Enterprise Services

Last Published Date

13 Sep 2022

Version

21

Article Type

Solution