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Dell EMC OpenManage Enterprise SupportAssist Version 1.1 User's Guide

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Repeat occurrence policies

These polices represent critical, warning, or informational events. These events result in a support case, if the alert occurs several times within a specified duration.

Warning events

Typically, Dell EMC Technical Support monitors for warning and critical events that are redundant. A warning event indicates that you should schedule time to address the issue. These events can be characterized as follows:
  • Hardware issues that have limited impact on your access to applications or data
  • Missing devices
  • Predictive events that indicate that the hardware is at a risk of failing
  • Redundancy loss or degradation (typically 2 or less occurrences)
  • Violation of warning threshold values for sensors (fan, temperature, power, and so on). These items typically have threshold < 5 occurrences within a short time span
  • Events that result in minor performance degradation in your applications or access to data
  • Greater than 5 occurrences (high frequency of occurrence within a short time span)
    • Events in which the system fails to complete a requested action (utilization > 80%)
    • Network type of events
Informational events
  • Hardware issues that have minimal impact on your access to applications or data
  • Events which you can easily workaround
  • Error recovery events
  • Hardware inventory changes
  • System and device setting changes
  • Infrequent self-correcting events such as disk media errors or single-bit ECC
After a support case is created, SupportAssist collects system state information from the device and uploads it to Dell EMC.
NOTE For devices that are covered by a Dell EMC Basic Support service entitlement or with an expired entitlement, a support case is not created, but the system state information is collected and uploaded to Dell EMC, provided SupportAssist is configured correctly.

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