Dell SupportAssist Version 1.2.1 For OpenManage Essentials Service Manual download pdf (Page 5)

5 Monitoring Dell EqualLogic Storage Arrays Using Dell SupportAssist | Version 1.0 | December 2013

Introduction

Dell SupportAssist is a remote support application providing proactive support capabilities that help

identify and resolve issues faster and more accurately. It integrates with Dell OpenManage Essentials and

enables transparent visibility to your server, storage, and networking infrastructure, and proactively

identifies hardware failures in your IT environment.

SupportAssist is designed with automated proactive features to help streamline support process steps,

maintain your systems’ health, and identify hardware failures faster and more accurately.

The key features of SupportAssist include:

 Remote monitoring for critical hardware alerts.

 Automatic collection of diagnostic logs and configuration information.

 Automatic case creation and alert notifications through email.

 Proactive support from a ProSupport Engineer, who has the information required to start resolving

your case immediately.

SupportAssist gives you more oversight and control over your environment without the hassle of manual

processes and more time. Equipping your OpenManage Essentials server with SupportAssist is voluntary,

and results in improved support, products, and services designed to meet your needs.

OpenManage Essentials interacts with supported devices that are to be monitored and receives SNMP

traps. The SNMP traps are periodically retrieved as alerts by the SupportAssist client. The alerts are filtered

using various policies to decide if the alerts qualify for creating a new support case or updating an existing

support case.

All qualifying alerts are securely sent to the SupportAssist server hosted by Dell, for creating a new support

case or updating an existing support case. After the support case is created or updated, the SupportAssist

client runs the appropriate collection tools on the devices that generated the alerts, and uploads the log

collection to Dell.

The information in the log collection is used by Dell technical support to troubleshoot the issue and

provide an appropriate solution.

This technical white paper provides information about monitoring Dell EqualLogic storage arrays using

Dell SupportAssist. The following are the high-level areas covered:

 Steps to perform discovery and inventory

 Case creation in SupportAssist for an alert

 Execution of the log collection tool

 Configuring periodic collection

 Sending system logs manually

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Dell SupportAssist Version 1.2.1 For OpenManage Essentials Service Manual Page 5