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Dell EMC iDRAC Service Module 3.1 User’s Guide

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SupportAssist on the Box

SupportAssist saves time and streamlines the technical support cases. A collection based on an event creates an open service request with SupportAssist. Scheduled collections helps to monitor and maintain your environment. These collections include the hardware data, RAID controller logs, OS, and Application Data. The features supported are :

  • SupportAssist Registration — iSM supports the SupportAssist Registration. This is a one time activity. You can enter the required details such as name, email, address, and number to complete the registration.

  • SupportAssist Collection— The SupportAssist Collection feature in iDRAC collects information about the hardware, OS and relevant application data and compresses this information.
SupportAssist also provides:
  • Proactive issue identification
  • Automated case creation
  • Support contact initiated by a Dell technical support agent
  • NOTE: You must complete the registration to take the advantages of SupportAssist.

You can view the following items in the SupportAssist dashboard.

Service Request Summary

In the Service Request Summary session, you can view the details of the following requests:
  • Open
  • Closed
  • Submitted

Support Assist Overview

You can view the Service Contract details such as Contract Type and Expiration Date and the Automatic Collection settings details in this session.

On the Service Requests tab, you can also view the list of requests created and the status, description, source, service request ID, date opened, the date closed, and so on.

If you click the Collection Log tab, you can view the collection time, job ID, collection type, data collected, collection status, sent time, and so on.

  • NOTE: Starting from 14th generation of servers, when you manually initiate SupportAssist collection from iDRAC, the USB mass storage device is not exposed to the host OS. The transfer of OS Collector files and the collected log files is handled internally between iDRAC and iSM.

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