Dell EMC OpenManage Enterprise SupportAssist Version 1.0 User's Guide

Device-level SupportAssist maintenance mode suspends alert processing and automatic case creation for a specific device. For all other monitored devices, SupportAssist continues to process alerts and create support cases, if the alerts qualify for case creation. Device-level SupportAssist maintenance mode is implemented as follows:

• Automated device-level maintenance mode—By default, if SupportAssist receives 10 or more valid hardware alerts within 60 minutes from a specific device, SupportAssist automatically places that device in maintenance mode. The device remains in maintenance mode for 30 minutes, enabling you to resolve the issue without creating additional support cases for the device. An email notification is also sent to the primary and secondary contacts. and the device displays the maintenance mode icon. After 30 minutes, the device is automatically removed from the maintenance mode, enabling SupportAssist to resume normal alert processing for the device. If required, you can retain the device in maintenance mode until you resolve the issue, by manually enabling maintenance mode. You can also remove a device from automated maintenance mode before the 30-minute period. For instructions to enable or disable the device-level maintenance mode, see Enable or disable device-level SupportAssist maintenance mode.
• Manual device-level maintenance mode—If you have a planned maintenance activity for a device, and do not want SupportAssist to automatically create support cases, you can place that device in maintenance mode. After the maintenance activity is completed, you can remove the device from the maintenance mode, enabling SupportAssist to resume processing alerts from the device normally. For instructions to enable device-level maintenance mode, see Enable or disable device-level SupportAssist maintenance mode.

The global-level and device-level SupportAssist maintenance modes work independent of each other. For example:

• If a device is placed in manual maintenance mode, the device continues to remain in manual maintenance mode even if global-level maintenance mode is enabled and then disabled.
• If a device is placed in automated maintenance mode, the device continues to remain in automated maintenance mode for 30 minutes even if the global-level maintenance mode is enabled and then disabled.