SupportAssist Enterprise Version 1.0 User's Guide

Global-level maintenance mode

Global-level maintenance mode places all monitored devices in maintenance mode, suspending alert processing and automatic case creation for all devices. While in global-level maintenance mode, SupportAssist Enterprise displays a yellow Maintenance Mode banner at the top of the page. You can enable global-level maintenance mode to prevent the creation of unnecessary support cases during downtime or a routine maintenance activity. For instructions to enable global-level maintenance mode, see Enabling or disabling global-level maintenance mode.

Device-level maintenance mode

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

• Automated device-level maintenance mode — By default, if SupportAssist Enterprise receives 10 or more valid hardware alerts within 60 minutes from a specific device, SupportAssist Enterprise automatically places that device in maintenance mode. The device remains in maintenance mode for 30 minutes, allowing 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 on the Devices page. After 30 minutes, the device is automatically removed from maintenance mode, enabling SupportAssist Enterprise 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 Enabling or disabling device-level maintenance mode.
  NOTE: When a device is placed automatically in maintenance mode, an email notification is sent to your primary or secondary contact. However, you can receive the email notification for automated device-level maintenance mode only if the SMTP server (email server) settings are configured in SupportAssist Enterprise. For instructions to configure the SMTP server settings, see Configuring SMTP server settings.
• Manual device-level maintenance mode — If you have a planned maintenance activity for a device, and do not want SupportAssist Enterprise to automatically create support cases, you can place that device in maintenance mode. While in maintenance mode, the device displays the maintenance mode icon on the Devices page. After the maintenance activity is completed, you can remove the device from maintenance mode, enabling SupportAssist Enterprise to resume processing alerts from the device normally. For instructions to enable device-level maintenance mode, see Enabling or disabling device-level maintenance mode.

The global-level and device-level maintenance mode functionalities 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.