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Demos.Dell.com Guide: SupportAssist for Servers or with

OpenManage Essentials

This guide is to help you confidently deliver Dell SupportAssist for Enterprise demos! Review the guide and practice the demo prior to the appointment with your customer. You can also launch this guide at any time during your demo.

INTERNAL USE ONLY

Copyright© 2015

V05/2015

Author and Editor respectively: Wayne Ricketts, ProSupport Master Engineer Michelle D. Garcia, Product Marketing, Tools

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To begin the demo, follow the steps below:

1. Click on the BOOK NOW button for “13G Server with OpenManage Suite with SupportAssist demos”.

2. Once you book a time you will be given access. If you want to access demo immediately, click on BOOK NOW, schedule using current time and submit. The system will take 1-2 minutes to set, and then allow you to access demos.

Table of Contents

Demo 1 – SupportAssist for OpenManage Essentials ............................................................ 2

Demo 2 – SupportAssist for Servers 1.0.1 ............................................................................... 12

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Demo 1 – SupportAssist for OpenManage Essentials

In this demo lab, you will access and review various features and functionality of SupportAssist when used with OpenManage Essentials.

NOTE: You will need the name of the discovered iDRAC in OpenManage Essentials for this lab (ex: idrac-B3TJ132).

3. Double click the SupportAssist shortcut on the Desktop.

4. Click on text link - Continue to this website (not recommended).

5. Cases tab:

a. Review the details of the case that was automatically opened by SupportAssist for OpenManage Essentials. NOTE: If you have not maximized the browser window at this time, it is recommended, as certain columns are collapsed when displayed in a lower resolution.

b. Click the Filter button and review how you can limit the displayed results in the Case List view.

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6. Prerequisite step for lab environment inventory – System Credentials:

a. Navigate to Settings > System Credentials.

b. Click on Save Changes.

7. Device Management:

a. Click on the Devices tab and review the inventory provided to SupportAssist from OpenManage Essentials NOTE: Most devices will have a status of “Error” as they are simulated devices – Only the iDRAC8 at 172.20.0.10 is a live device.

b. Filter by Name and enter the name of your iDRAC in OME (ex: idrac-B3TJ132).

8. Group Management:

a. Click on the Groups tab.

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b. Click on Create Group.

c. Type Demo in the Name field and click Save.

d. Check the box for Demo group.

e. Click the Actions drop down for Select Group Actions and select Manage Devices.

f. Check the box for name of your iDRAC in OME (ex: idrac-B3TJ132) NOTE: The same filter functionality is available as in step 6.

g. Click the right facing arrow to add your iDRAC to the group and click Save.

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h. At this time, note the other available actions (Manage Credentials, Manage Contacts, Edit/Delete Group).

i. Manage Credentials allows you to customize the credentials used for support collections for the selected device group only.

ii. Manage Contact allows you to customize the Primary and Secondary contact for the selected device group only.

iii. Edit/Delete Group allows you to customize the group name and description of an existing device group.

9. Send System Logs:

a. Return to the Inventory tab.

b. Check the box for your iDRAC (ex: idrac-B3TJ132) under the Demo group.

c. Click Send System Logs.

NOTE: This is how you would manually send a collection to support using SupportAssist. This will only report “Collection in Progress” and/or success (after re-loading the inventory page as there is no async update) if you filtered to the device you discovered in the earlier OME lab.

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10. Review Settings:

a. Click on the Settings tab.

b. Review the Server credential types you can provide in the Credential Type drop down.

c. Select Storage from the Device Type drop down and review the Storage credential types you can provide in the Credential Type drop down.

d. Select Dell Networking from the Device Type drop down and review the Dell Networking credential types you can provide in the Credential Type drop down.

e. Review the Frequency options for System Log Collection Schedule.

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f. Navigate to Settings > Proxy Settings and review available settings NOTE: This is typically configured immediately after installation if SupportAssist is unable to reach the internet – Changes are usually only necessary if the proxy server or credentials have changed.

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g. Navigate to Settings > Preferences and review the available options.

i. Enable Auto Update controls if SupportAssist will check for SupportAssist application updates and download if available.

ii. Receive email notification when a new support case is opened controls if the configured contacts will be emailed with case details when a case is created – Various languages can be selected for this email in the Preferred Email Language drop down.

iii. Automatically start a log collection when a new support case is generated controls if a DSET/LASSO report is run and uploaded when a case is created.

iv. Enable system log collection scheduling is the master on/off switch for scheduled log collections – Disabling this feature will impact SupportAssist Intelligence Engine reporting for PSP customers.

v. Send network identification information to Dell – if disabled, IP addresses, hostnames, MAC addresses, and other identifying information will not be captured in support collections – Disabling this feature will impact SupportAssist Intelligence Engine reporting for PSP customers.

vi. Temporarily suspend case generation activity will place SupportAssist in Maintenance Mode until disabled – No new cases will be created while SupportAssist is in Maintenance Mode.

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h. Check the temporarily suspend case generation activity check box and click on Save.

i. Observe the Maintenance Mode banner displayed at top of SupportAssist.

i. Navigate to Settings > Contact Information.

j. Toggle between the Primary and Secondary radio buttons to see how contact information is modified/entered for Primary and Secondary contacts.

k. Navigate to Settings > System Credentials and review the provided details. NOTE: The account provided must have access to OME for obtaining device inventory and querying for alerts.

l. Navigate to Settings > SMTP Settings and review the provided details NOTE: If you receive a Confirmation prompt for Unsaved Changes you can click “Yes” to proceed.

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i. Configuration of SMTP Settings will allow SupportAssist to notify if a device status enters an error state, or if SupportAssist fails to complete connectivity tests.

m. Hover over demouser account name in the top right of SupportAssist and click Connectivity Test. NOTE: If you receive a Confirmation prompt for Unsaved Changes you can click “Yes” to proceed.

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n. Review the various tests and their descriptions. You can also run the tests manually if desired. NOTE: Since a local SMTP server was not configured, it will report an error as it cannot be tested.

i. Internet test verifies we can access the internet.

ii. Local SMTP Server verifies connectivity to internal SMTP server.

iii. Dell FTP server verifies connectivity to ftp.dell.com.

iv. Dell Upload Server verifies connectivity to ddldropbox.dell.com mentioned in the SupportAssist user guide.

v. Dell OpenManage Essentials Service verifies the connectivity to OME.

vi. Dell SupportAssist Server verifies connectivity to the SupportAssist endpoint at api.dell.com.

vii. All tests run at 11:00pm (server time) daily.

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Demo 2 – SupportAssist for Servers 1.0.1

In this lab, you will review various features and functionality of SupportAssist for Servers 1.0.1 (with support for up to 20 servers).

1. Double Click the Install SupportAssist for Servers shortcut on the Desktop

2. Install SupportAssist for Servers:

a. Double Click on the SupportAssist_1.0.1.exe installation file on the desktop.

b. Click Yes on the User Access Control prompt.

NOTE: The installer will launch after file extraction is complete.

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c. Click Next.

d. Agree to the license agreements, and then click Install.

NOTE: The top license agreement is for saving and transmitting customer data for support cases. The bottom agreement is the end user license agreement (EULA) for the software.

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e. Wait for installation to complete and click Finish:

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f. The login page is launched. Login with User Name: demouser and Password: password.

3. Complete the SupportAssist Setup Wizard.

a. Click on Next.

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NOTE: SupportAssist will test connectivity at this time.

b. Fill out the registration wizard as shown and click Next.

c. Wait for registration to complete.

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d. Click Finish.

4. Add a device to SupportAssist:

a. Click on the Devices tab.

b. Click on Add.

c. Enter 172.20.0.10 for Hostname/IP Address.

d. Enter root in Username.

e. Enter calvin in Password.

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f. Click on Add.

g. Wait for discovery to be completed.

h. Leave the Configure SNMP box checked. NOTE: If discovering the host OS you can also deploy OpenManage Server Administrator by checking the Install/Upgrade OMSA box. For this demo you are adding an iDRAC8, so OMSA is not used

i. Click Ok.

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j. Wait for the device to be added

5. Send System Information:

a. Check the box next to the server.

b. Click on Send System Information.

c. The device status will show Gathering system information.

6. Edit Credentials:

a. Check the box next to the server.

b. Click on the Edit Credentials button.

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c. Review the changes you can make and click Cancel.

7. Per-device Maintenance Mode:

a. Check the box next to the server.

b. Click on the More Tasks dropdown.

c. Click on Enable under Maintenance.

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d. Click Yes on the Enable Maintenance Mode prompt.

e. Verify the system is in maintenance mode via icon next to server name.

f. Click on the More Tasks dropdown.

g. Click on Disable under Maintenance.

h. Click Yes on the Disable Maintenance Mode prompt.

8. Device Prerequisites:

a. Check the box next to the server.

b. Click on the More Tasks dropdown.

c. Review the available prerequisites:

i. Install/Upgrade OMSA – Used to install or update OMSA remotely.

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ii. Configure SNMP – Used to configure the system to send SNMP traps to SupportAssist for Server.

9. Review Settings:

a. Click on the Settings tab.

b. Review the Frequency options for System Log Collection Schedule.

c. Navigate to Settings > Proxy Settings and review available settings NOTE: This is typically configured immediately after installation if SupportAssist is unable to reach the internet – Changes are usually only necessary if the proxy server or credentials have changed.

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d. Navigate to Settings > Preferences and review the available options.

i. Enable Auto Update controls if SupportAssist will check for SupportAssist application updates and download if available.

ii. Receive email notification when a new support case is opened controls if the configured contacts will be emailed with case details when a case is created – Various languages can be selected for this email in the Preferred Email Language drop down.

iii. Automatically start a log collection when a new support case is generated controls if a DSET/LASSO report is run and uploaded when a case is created.

iv. Enable system log collection scheduling is the master on/off switch for scheduled log collections – Disabling this feature will impact SupportAssist Intelligence Engine reporting for PSP customers.

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v. Send network identification information to Dell – if disabled, IP addresses, hostnames, MAC addresses, and other identifying information will not be captured in support collections – Disabling this feature will impact SupportAssist Intelligence Engine reporting for PSP customers

vi. Temporarily suspend case generation activity will place SupportAssist in Maintenance Mode until disabled – No new cases will be created while SupportAssist is in Maintenance Mode

e. Check the Temporarily suspend case generation activity check box and click on Save.

i. Observe the Maintenance Mode banner displayed at top of SupportAssist.

f. Navigate to Settings > Contact Information.

g. Toggle between the Primary and Secondary radio buttons to see how contact information is modified/entered for Primary and Secondary contacts.

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h. Navigate to Settings > SMTP Settings and review the provided details NOTE: If you receive a Confirmation prompt for Unsaved Changes you can click “Yes” to proceed.

i. Configuration of SMTP Settings will allow SupportAssist to notify if a device status enters an error state, or if SupportAssist fails to complete connectivity tests.

i. Hover over demouser account name in the top right of SupportAssist and click Connectivity Test. NOTE: If you receive a Confirmation prompt for Unsaved Changes you can click “Yes” to proceed.

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j. Review the various tests and their descriptions. You can also run the tests manually if desired.

i. Internet Connectivity test verifies we can access the internet.

ii. SMTP Server verifies connectivity to internal SMTP server.

iii. Dell FTP server verifies connectivity to ftp.dell.com.

iv. Dell Upload Server verifies connectivity to ddldropbox.dell.com mentioned in the SupportAssist user guide.

v. SupportAssist Server verifies connectivity to the SupportAssist endpoint at api.dell.com.

vi. All tests run at 11:00pm (server time) daily.