Support for Dell EMC OpenManage Enterprise SupportAssist

Summary: Dell EMC OpenManage Enterprise SupportAssist 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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Symptoms
OpenManage Enterprise SupportAssist 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 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.

 
 

Dell EMC OpenManage Enterprise SupportAssist Menu

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
 
 

Dell EMC OpenManage Enterprise SupportAssist Dashboard

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.

OpenManage Enterprise SupportAssist capability Description Basic Warranty ProSupport ProSupport Plus
Proactive detection of hardware failures SupportAssist 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 SupportAssist

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:

Ensure use of Dell EMC OpenManage Enterprise version 3.5 or newer.
  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.
Register OpenManage Enterprise SupportAssist to monitor your devices for hardware issues and automatically collect device information. Learn more >
 
 
 

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
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 EMC
Resolution
Dell Technologies 2021

Article Properties


Affected Product

OpenManage Enterprise SupportAssist

Product

OpenManage Enterprise Update Manager, OpenManage Enterprise Power Manager, Dell EMC OpenManage Enterprise

Last Published Date

01 Mar 2021

Version

10

Article Type

Solution

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