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12 Posts
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59708
February 24th, 2014 13:00
How to Test SupportAssist Case Creation
Hello All,
I'm wondering if there is a way to test the case creation part of Dell SupportAssist. I have configured OME and added all my servers to it. I'm seeing my servers in OME and receiving alerts to my email. My SupportAssist is seeing the servers added to OME.
But, for example I have one of the servers that have an alert for memory that is marked as critical, but no case is created.
I have installed OME 1.2 and SupportAssist 1.2.1.
Any help would be appreciated. Thanks
Edgardo
No Events found!
jbilinski
5 Practitioner
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146 Posts
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February 26th, 2014 07:00
As I stated in a previous post trapid 3004 gets filtered out because it’s not part of the policy table. I’ll have to investigate this trapid with the policy team to see why it’s not included. I would think pulling the power cord would be valid. Anyway I’d like to help with the OMSA temperature alerts to see if we can get you a case created. I would like to take the conversation off the community site and work one on one.
I believe I have your email domain so if I send an email to your local part "pr-it" will that reach you or could you post your local part of the email (not entire email address) and I'll email you and get a WebEx session setup.
Salase
12 Posts
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March 4th, 2014 09:00
The issue I was having had to do with my local firewall. The SNMP traps were not reaching the OME Server. I was getting the status alerts but not the traps. That's why the trapids like 3004 were not generating a case. The troubleshooting assistant is a great tool.
Right now everything is working fine.
Thanks Joe B for your help
jbilinski
5 Practitioner
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146 Posts
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February 24th, 2014 13:00
Not all alerts will create a case instantly. Some have a threshold limit for example 2 alerts need to happen within an hour or 5 alerts in 5 hours.
Could you give us the Trap/Event information from the alert? It may have been filtered out Or attach the log or the portion of the log.
If you OMSA installed on the discovered server you can change the temperature settings to trigger an alert. This would need to be done 5 times for the case to be created.
cameronredux
2 Intern
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615 Posts
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February 24th, 2014 16:00
What trap destination are you sending your DRAC alerts to and have you sent tests from drac and confirmed they arrived at your trap?
I use the same trap on my windows server for receiving traps for OME and Support Assist. If you are doing the same you should see the tests arrive in ome.
Salase
12 Posts
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February 24th, 2014 16:00
Salase
12 Posts
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February 25th, 2014 05:00
I'm receiving the traps from the OMSA by SNMP to OME. I'm not sure if this answers your question. After all the test alerts still no case has reach SupportAssist.
jbilinski
5 Practitioner
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146 Posts
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February 25th, 2014 06:00
The log file is located under:
C:\Program Files (x86)\Dell\Dell Integrated Support\logs
If you wanted to send yesterday’s alerts the log file will have yesterday’s date (log-file.txt20140224)
OR
If you go to SupportAssist under Help > About and let me know your clientID I’ll be able to look at the logs.
Salase
12 Posts
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February 25th, 2014 08:00
I uploaded the log file . It is waiting for moderator approval. Thanks!
Salase
12 Posts
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February 25th, 2014 09:00
Here is also the ClientID. 1692816.
Thanks
Salase
12 Posts
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February 25th, 2014 11:00
Disconnect the power 1 time wait for the alert to generate, plug the cable back and wait to get normal status again and repeat. Right?
jbilinski
5 Practitioner
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146 Posts
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February 25th, 2014 11:00
Yes repeat I believe that alert needs two occurrences. If you could look up the trapdid in OME or the log I can look up the current threshold
jbilinski
5 Practitioner
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146 Posts
0
February 25th, 2014 11:00
Yesterday I only saw 19 alerts with the following trapids, all of them fail the policy check because these values are not in our policy table. Usually when you create a temperature alert via OMSA software you will get a 1053 and 1052 trapids. Are you sure you used the OMSA software to change the temp settings. I would go into OME home page, select all the alerts and delete them. Then try the OMSA software to generate the alerts to make sure they show up in OME. You can double click on the alert to view the trapid. I assume you trying to do this on one of your W2K8 systems? You could also try pulling the power supply cord (twice)
Message=[Alert -2147481622 failed policy check. Source=.1.3.6.1.4.1.674.11000.1000.100.1 EventID= TrapID=3003]
Message=[Alert -2147481621 failed policy check. Source=.1.3.6.1.4.1.674.11000.1000.100.1 EventID= TrapID=3002]
Message=[Alert -2147481620 failed policy check. Source=.1.3.6.1.4.1.674.11000.1000.100.1 EventID= TrapID=3001]
Message=[Alert -2147481619 failed policy check. Source=.1.3.6.1.4.1.674.11000.1000.100.1 EventID= TrapID=3004]
I never got the log file here, I used the clientID to look them up but cannot look up today’s log
Salase
12 Posts
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February 25th, 2014 11:00
Here is the log for today.
1 Attachment
log-file.rar
Salase
12 Posts
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February 25th, 2014 11:00
I got the red x on status but didn't get an alert for that event.
jbilinski
5 Practitioner
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146 Posts
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February 25th, 2014 12:00
How are these devices discovered in OME via SNMP?
If SNMP, have you used to troubling shooting tool to verify the SNMP connection?
http://www.youtube.com/watch?feature=player_embedded&v=ZrvbiZzRApk
Is SNMP services installed on the discovered device and the trap destination setup? This may be why alerts are not showing up in OME