Dell SupportAssist Version 2.0 For OpenManage Essentials Servisní příručka stáhnout pdf (Strana 7)

7 Dell SupportAssist: Alert Policy | Revision A00

If you have minimal or no IT proficiency with systems management software, or if you do not have

sufficient time, it is best to utilze RCS to implement SupportAssist properly. RCS includes deployment and

setup by a Dell Support Engineer over phone using a secure Internet connection. RCS will assist you with

the following:

• OpenManage Essentials along

with SupportAssist is set- up on the management server

• OpenMana

ge Server Assistant (OM

SA) is set- up on additional devices to be monitored

Note: Deployment of Microsoft SCOM is not included in RCS. However, RCS does include assistance

with Dell SuppportAssist SCOM plugin and OMSA on monitored devices.

You can order and utilize RCS by one of the following methods:

• If you have dev

ices with a ProSupport or ProSupport Plus entitlement, you may contact your

Technica

l Account Manager for additional information.

• You can contact your

Dell Sales Representative for a quote and to order RCS using a standard Dell

SKU numb

er.

• If you have an e

xisting order number with RCS, contact Dell Support

to schedule the

implementation at a suitable time.

When you order RCS, a specific service description would be reviewed with you. For more information on

the service description, see Enterprise Configuration & Deployment

Alert Threshold

The SupportAssist alert threshold specifies the criteria that must be satisfied for a support case to be

created (or appended) in the Dell Technical Support case management system.

Currently, there are two policies for determining the criteria for creating or appending a support case:

• FirstMatch() – The s

upport case should be created/appended each time this alert is detected.

• Occurs

(count,duration) – The s

upport case should be created/appended only when the alert has

occurr

ed as many t

imes within a specified duration.

Supp

ortAssist processes all alerts from OpenManage Essentials, but a support case is created only if

• The policies qualify the alert for creating a support case

• SupportAssist is configured co

rrectly to automatically create support cases

• The s

ervice tag h

as a ProSupport or ProSupport Plus entitlement at the time of alert

For Su

pportAssist to generate a case, the alert needs to match a policy in the alert policy file within

SupportAssist. The policy.xml file can be found at C:\Pr

ogram Files (x86)\Dell\Dell Integrated

Sup

port\bin\conf. D

ell may change a policy for a specific alert within the alert policy file for either the

pportAssist application or back- end infrastructure at Dell. This may be done from time to time, as Dell

Technical Support and Engineering continue to incorporate experience from support case data with all

customers. The alert policy is global and not configurable.

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